if you have ever had the experience of being lost in the call center loop, then the hope of greater efficiency in call center software will be a highly welcome development. The recent integration of software suites by global customer management software companies Inquira and Genesys Telecommunications Laboratories promises to offer quicker response times and better solutions to customers.
The combination of Genesys’ customer interaction software with Inquira’s knowledge management applications will streamline company-customer communication at the same time that it improves the operator’s knowledge capabilities. “When customers make their requests—e.g. through e-mail or webchat—the system is able to process it using keywords and find the optimum solution using a knowledge database. This way the system helps find the solution that is the wish of every call center boss—the so-called ‘first call resolution’—answering the request the first time without any delays or reconnecting to another operator,” said Martin Veselka, regional director of Genesys Telecommunications Laboratories. Veselka gave an example of customers calling to open a new account. The new software will recognize this request as highly important and immediately redirect the customer to the operator who has the most experience opening accounts, thus significantly increasing the chances of the account being opened.
The system works for Internet chat, instant messaging as well as for conventional phone calls, using some advanced techniques like a voice recognition system that identifies the customer’s primary request and, using the integrated tools of the knowledge database, dynamically composes an answer. The knowledge base of the system is actively used by the operator to be able to answer quickly and with optimum quality. “From the customer’s point of view the whole process is very natural—and the result is better, faster and a specifically targeted answer to the customer’s request,” Veselka added. This could be a true time saver, and also could contribute to the speed of the whole call center, especially during “rush hours.”
