How AI can transform your contact centre’s performance

6th August 2019Industry News & Insightmarketing

In an increasingly competitive sector where the customer is king, call and contact centres now use new technologies, especially artificial intelligence, to support their agents, reduce costs and above all provide an ever-better customer experience.

Why use AI in call/contact centres?

AI is a set of software solutions, software agents and bots of a formidable efficiency. Any company will be able to benefit and although the initial costs associated with adding AI and automatic learning in contact centres may seem high, the return on investment can make it worthwhile.

Of course, human contact and interactions remain absolutely necessary to ensure customer satisfaction. That’s why it’s essential to combine artificial and human intelligence.

AI’s objective is, therefore, to virtualise the most systematic and basic tasks in order to enhance the roles and performance of agents. It helps your agents to minimise errors and speed up processes and response times. You can also combine your agents’ abilities with intelligent assistance in order to reduce the number of calls directed to the after-sales service, ultimately significantly decreasing the waiting times for callers.

The chatbot, a new tool to improve customer experience

AI will revolutionise customer experience during the whole buying process, before, during and after-sale, if the customer needs support or information. The chatbot allows the customer to find more personalised answers to their questions almost immediately, 24/7. By creating a climate of trust and easy dialogue between a brand and a customer, the chatbot is the ideal replacement of an FAQ section on a website.

Chatbots can provide both technical information and personalised support. This tool, generated by artificial intelligence, creates thousands of automatic response combinations based on the words used in the question. It allows chatbots to carry out a real conversation with a customer on the Internet, often directly on a company or retailer website. The answers are automated, but the relationship is very real and the benefits for the brand, the customers and contact centres are very positive.

An improved performance, beneficial for both the customer and the agent

AI optimizes agent tasks and performance

AI can simplify flows in contact centres. It collects information, provides context for better and swift interactions, and allows agents to know what the call is about and how to resolve it. This context provided by AI allows calls to be routed to available agents who have the skills required to resolve this issue quickly. This tool significantly reduces stress and boosts the agents’ confidence, as they only get assigned calls and questions to which they are qualified to reply. It also significantly reduces call times and call transfers between agents, ensuring an easier and more satisfying customer experience

Task automation allowing faster work

AI can now play an important role in the experience and retention of agents. For young people, interacting with a sophisticated chatbot is natural and sometimes even preferred to having to call someone. Chatbots, as seen above, can, therefore, relieve agents, allowing them to focus on more complex issues. AI can also automatically complete forms after calls to reduce the administrative burden on agents, allowing them more time to speak to customers. Thanks to this tool, call centres agents will feel less anxious, happier and will be stronger and more loyal elements in a company.

Recommendations to help agents even in the most delicate situations

The analysis of data sets allows AI to refine estimates of the number of calls in a future period. It is, therefore, possible to better assign agents to the most appropriate tasks. AI can considerably improve the centre’s performance by analysing agent interactions and making recommendations. Through voice analysis, AI can determine if a client is stressed and provide language elements and advice to the agent in order to better manage the call.

Thanks to AI, call centres can comb through all their call data and identify which interactions have been the most effective. This tool can help implement new tactics and practices throughout the whole contact centre, leading to better and more satisfying customer experience.

How 5G could impact your business

12th July 2019Industry News & Insight5g, network, telecommarketing

Following the official launch of the 5G service by EE and Vodafone, here at C3, we thought it would be interesting to shed light on this new technology. From a telecommunications company perspective, this news is exciting and should bring a lot of changes in the industry.

This new generation of wireless network technology is set to change the way businesses communicate with consumers, analyse large data and integrate new technologies. Almost one billion consumers worldwide will be able to access 5G network speeds in the next few years, creating a large market that businesses will be able to benefit from.

The benefits of the 5G for businesses:

· High speed

Speed is expected to be one of the most relevant benefits of the new 5G technology. The 5G devices will be able to send and receive larger amounts of data than the 4G, allowing users to download and share games, movies and large files faster than ever.

· Faster connection

Whenever they download photos or watch movies, people consume a lot of data. When using 4G, every consumer uses the same bands of the radio frequency spectrum, so any download or share slows down the whole connection for everyone. With the introduction of 5G, new antennas will be added onto existing cell towers and new utility poles will allow faster connections. Therefore, the networks will have a greater capacity to cope with high demand applications such as simultaneous HD video streaming.

· Internet of Things

When this technology is fully rolled out, it will lead to seamless integration and a substantial increase in the Internet of Things. The Internet of Things (IoT) refers to all the web-enabled gadgets with the capacity to act on the data acquired from the environment using processors, sensors and other communication devices. Often called ‘connected’ devices, they generate large amounts of internet traffic which make our homes and offices responsive more controllable.

· Latency

Reduced communication delays will be one of the most consequent improvements brought by 5G technology. Latency is the amount of time it takes for data to travel from one point to another. Reduced latency periods will be beneficial for businesses, especially those that rely on the Internet of Things technology because it will give them greater insight into their business operations and enhance their ability to transmit data. 5G technology also ensures that there will be no connectivity failures, which implies that critical cases such as digital health will have a more reliable connection.

· Network slicing

Network slicing is a type of virtual network architecture that enables multiple virtual networks to be created and customised to the specific needs of customers and operators. 5G technology makes it possible for a single physical network to be sliced into multiple virtual networks. Not only will this enable a business to practically have their own private 5G network, but it will also enhance their ability to set it up according to their specific business needs.

How will 5G impact different business industries?

The initial impact in the UK will be on the telecommunications industry. Wireless network providers will be able to provide newer, more powerful, high-speed broadband. In turn, 5G will also benefit the tech industry, increasing automation and enhancing the ability to perform critical operations through the use of artificial intelligence. Finally, the use of physical hardware will become less frequent as more companies will move their IT infrastructure to cloud computing.

As a B2B telecommunication’ solutions company, 5G could definitely help us to provide our customers with increasingly seamless and fast communication solutions and products. Here at C3, we think the 5G can make a lot of difference to how UK businesses work and connect with customers. Depending on the type of business you run, it will be very rewarding to start planning on how to improve your business by investing in this new technology. 5G is promising and we are looking forward to exploiting its potential and seeing its impact on our business.

A new data security certification for C3

28th June 2019Company NewsC3, data, securitymarketing

At C3, we are one of the oldest and most reliable businesses to specialise in contact centre platforms and telephony. For years, our company has been supplying services to such trusted clients as Vodafone, North Norfolk District Council and the University of Cambridge and Oxford. We specialise in enabling telecommunications for conference calls, the handling and recording of calls, and the processing of remote payments. Examples of such payments include donations from alumni to educational establishments, where it is better for donors to complete such transactions live whilst speaking to a representative of the organisation they are donating to.

We are dedicated to protecting our customers’ data

At C3, we handle sensitive data, such as repeat card payments and e-wallets. Because we are handling personal bank information, data sensitivity and security are central to everything we do. Already in possession of the ISO 9001 and 14001 certifications, we are committed to consistently meeting the statutory needs of our customers and providing them with the utmost trust and satisfaction.

Cyber Essentials, a needed addition to C3’s security certifications

This new data security certification means that we can move forward, confident that our customers are always protected from any cyber-attack. Cyber Essentials certificates are only awarded if it can be proved that a business can protect its customers’ data in accordance with GDPR regulations. Our customers can be assured that their needs and data are handled with the highest level of protection. Access to data is also strictly controlled, with a secure internet connection and up-to-date and constantly improved software. At C3, we take cyber security very seriously, as this is one of the fundamental aspects of our telephony and streamlined customer service platforms.

On ongoing work to ensure data security

In an ever-growing virtual world that can be insecure at times, we pride ourselves on handling transactions and transmitting calls in an environment entirely safe and secure. With the highest levels of certification available, our customers can confidently allow us to handle helpdesk, communications and any kind of remote payment needs. We will always ensure that all data and information are processed according to strict requirements so that transactions and calls are safely and securely handled. Commitment to obtaining the most up-to-date cyber certifications demonstrates that protection and security is one of our most important priorities.

GDPR: One Year On

14th June 2019Industry News & Insightgpdrmarketing

On 25 May 2018, a new European regulation was enacted in order to increase the protection of citizens’ personal data. Few regulations have received as much media coverage as The EU General Data Protection Regulation (GDPR). GDPR aims to regulate the use of people’s personal data while protecting users’ private information and providing a clearer and more transparent idea of the way this data is handled.

How to ensure that your organisation is GDPR compliant

Last year, we published a blog about GDPR compliance. Here is a short reminder of some of the key things companies need to do to ensure they are GDPR compliant:

Obtain explicit consent before the collection of your users’ data
Obtain explicit consent to hold any data obtained before May 25th, 2018
Clearly and concisely explain the purpose of the data processing in the information notices (privacy policies, terms and conditions and opt-in statements)
Ensure that all individuals can access (and wipe) their personal data if requested

What sanctions could your organisation be facing?

Remember the relentless bombardment of emails last year, where companies asked users to confirm their consent in order to obtain and process their data? The first few weeks following GDPR revealed a lot of paranoia from companies, which was understandable given the sanctions companies could face. The penalties for violating GDPR are severe: administrative fines of up to €20 million or 4% of a company’s annual turnover. However, despite the panic caused by the implementation of GDPR, the number of sanctions given by the Information Commissioner’s Office (ICO) and its European counterparts has hardly increased in the last year.

To determine the size of the fine, regulatory agencies take two factors into account: how long the infraction has existed and the impact of the violation on the concerned parties. For this reason, it is important to anticipate the risks of non-compliance as early as possible in order to avoid or reduce fines.

GDPR, more a tool than a burden

The objective of GDPR is to provide a comprehensive set of privacy rules that are understood and applied in a uniform manner throughout Europe. Companies processing personal data must now inform their users of the purposes of data processing, the storage period, and more. However, most users instinctively skip reading these statements and notices and accept the terms almost automatically, without understanding their implications. While these notices have been implemented to help users comprehend how their data is being used, they are often too long, too descriptive, uninteresting or even difficult for non-specialists to understand, ultimately adding little value or transparency for the user.

Despite its shortcomings and daunting nature, GDPR is, in fact, a very important tool for companies and customers alike. GDPR was created out of the desire to give individuals control over their personal data and to help them better understand and enforce their rights. By complying with GDPR, you assure your customers that their data is protected and that your use of it will be limited and transparent. Plus, if a security breach occurs, you are required to inform your customers, allowing them to take any necessary action.

What conclusions can be drawn from the first year of GDPR?

In the last year, GDPR will have raised citizens’ awareness of the issues related to the processing of their data. Users can now feel better informed about how their personal data is used. GDPR has made it clear to consumers that they have rights in regards to the protection of their personal data, but despite a successful first year of GDPR, there is still a long way to go before its objectives are fully achieved.

Did GDPR work?

While it’s still too early to evaluate the full extent of its impact, GDPR seems to have worked rather well, with a coherent, solid and effective implementation. Despite the initial backlash that GDPR received, it has since received positive feedback from key members of the business community. As a result of GDPR, companies have realised that they have a lot of work to do to regain consumer confidence and ultimately strengthen the digital economy.

C3 is attending UCISA19 Leadership Conference

12th March 2019Eventsmarketing

Here at C3, we are pleased to announce that we will be exhibiting at the UCISA19 Leadership Conference, on the 28th – 30th March 2019, at Edinburgh International Conference Centre. UCISA is an association that focuses on improving teaching, learning and research to ensure the best possible student experience.

With 30 years’ experience working in the education sector, we are one of the leading technology-neutral telephony specialists. We work with a great number of Universities such as Cambridge, Oxford, Bristol and Leicester, see our case studies here to find out how we helped them make their technical transformation, and we hope to keep following this path, assisting universities and colleges to make a successful technology transition.

Our high-quality technology, such as our payment and multi-channel contact centre solutions can help universities improve and expand their communications to allow them to not only deal with all of the enquiries they receive but also manage them efficiently. We have been supplying secure and stress-free payment solutions for 30 years, so you’ll be sure to get the best service suited to your needs. When dealing with payments you must be PCI DSS-compliant, and at C3 we can build flexible platforms for your payment necessities and budget, it will give you complete adaptability allowing you to safely take payments for different operations such as tuition fees, accommodation and alumni fundraising. Payments are made easier and more importantly secure with our Secure Assist application, allowing card payments to be made over the phone. Our PCI DSS compliant solutions are easy to manage thanks to an intuitive web interface but we can also provide you with support to help you maintain the compliance and answer your queries.

Come and see us at the UCISA19 Leadership Conference on stand 19 to find out more – we will be happy to discuss your requirements, answer any questions you may have and even demo our Contact and Payment solutions.

For more information regarding the event please visit the UCISA website.

If you would like more information about us or any of C3 ’s products, please email sales@c3.co.uk.

Top 6 Benefits of Using an IVR System

26th April 2018Call Handlingmarketing

An IVR system can be an extremely useful tool in delivering your customers excellent customer service when it is implemented properly. You might have heard negative things said about IVR systems as customers are passed from department to department because the automated menu system isn’t sending them through to the appropriate person to deal with their query, however, this frustration is only a result of poorly designed IVR systems. We’re here to tell you what is so great about a sophisticated IVR system and how it can benefit you and your customers.

Personalisation for the Customer

Using an IVR system might make you think that you’re losing the human touch in your successful customer service process, but that just isn’t the case. Even though you are using a machine for interaction you can still add that personal touch for the customer to make them feel like you care. A personalised greeting or prompt is a great way to seamlessly transfer the caller to a live agent who can then deal with the customer direct.

Automated Operations

Free up your agents from standardised processes that are mundane and can clog up their precious time when they could be spending time better serving customers who require detailed information. Give customers the ability to serve themselves and obtain all of the simple information that they need to solve their issues through your expertly set up IVR system.

Inbound Call Capacity Increase

With an IVR system your business can handle higher call volumes as all calls coming in are efficiently transferred to the correct department and live agent who are best equipped to handle the customer’s issues. Wait times and queue lengths are comparatively shorter than those which do not have an IVR system due to the inefficiency of their processes.

Cost Effective

Improving the operational efficiency and productivity of your agents can sometimes prove to be costly whether that be through extensive training or new expensive processes, however, IVR systems are easy on the pocket and are a simple, cost effective solution. Eliminate the need for intermediary agents or receptionists who are there to route the call to the correct person or department with an IVR system and cut down on human error.

More First Call Resolution

Customers tend to find that the most frustrating thing about call centres is the amount of times you get passed around departments and different agents before they get to the right one and are able to get the answers they need. An IVR system’s intelligent call routing will ensure that this is kept to a minimum and customers reach who they need to solve their problem first time, keeping call times short and sweet.

Increased Customer Satisfaction

As your efficient IVR system directs calls to the right agent or department first time it is much more likely that your customers are going to get the information they need and their issues solved both quickly and on their first call to you. Also, with customers being able to answer simple queries themselves with the IVR system the quality of the customer service that they are receiving means