With digital telephony, agents stay focused on the customer thanks to automated call transcriptions that capture data in real time.
The majority (76%
) of service professionals say the phone is the preferred channel for complex issues. Whether customers call in after attempting to find an answer on your help center or they simply prefer to speak directly with an agent, they want to feel heard, understood, and like someone on the other side of the line has their back. In fact, 66%
of customers expect companies to understand their unique needs.
However, companies can only track a limited amount of details on previous interactions with CTI technology — such as who the call was routed to, the interactive voice response (IVR) path, and how long the phone call lasted. Agents don't see how the customer engages with the entire company — from marketing and sales to service — and supervisors are unable to manage capacity and workload across all service channels. That makes it hard for agents to do their job, especially when 79% say it’s impossible to provide great service without full customer context. As a result, 52% of customers describe most service interactions as fragmented — and end up feeling like a number, not an individual.
Cloud-based digital telephony expands upon baseline data to track, measure, and influence all aspects of a call – from pickup to wrap-up. It dynamically integrates with your customer relationship management (CRM) platform so agents get a complete view of the customer without clicking through multiple screens.
VP, Product Management, Service Cloud, Salesforce
Digital telephony automatically records and transcribes the call in real time. The call data is accessible and immediately searchable. In comparison, CTI keeps telephony completely separate from your other service channels and has limited functionality to transcribe calls.
The integration helps agents become active listeners. As call transcripts automatically record, real-time discussion prompts help agents empathize with the customer and reach a resolution faster.
Senior Program Manager, Remitly
Companies can take customer service engagement further by matching a return caller with the same agent from a previous interaction to build a deeper connection. Or, they can give a new agent what they need to immediately establish a strong rapport with a script that recaps the situation during the call introduction. Lastly, analyze voice data for primary keywords in call transcriptions and typical communication flows to develop scripts for future scenarios.
Based on the recorded call data and transcriptions, agents receive recommended next best actions and workflows to resolve cases faster and increase customer loyalty.
Sixty-three percent of agents say it’s difficult to balance speed and quality service. Digital telephony solves this challenge. With a complete view of the customer and the ability to anticipate needs and streamline routine, typically time-consuming tasks, agents stay focused on the customer interaction at hand.
Here’s how it works:
When you assign the next available agent with the right skill set, you reach a faster resolution. Dynamic, intelligent IVR captures information about the reason for the call and routes it to the most qualified agent.
of agents say automating routine tasks allows them to focus on more complex work. Artificial intelligence (AI) analyzes call data to recommend next steps and guide agents through various processes. For example, if a customer asks about rescheduling an order, agents receive an automated workflow to follow. Or, if a customer mentions a product, agents can receive an auto-suggested next best action to upsell them.
When you process call data like you would on any other digital customer service channel, agents automate follow-ups with customers on their preferred channels. For example, after a customer hangs up, you can send an automated email thanking them for their business and recapping the resolution.
Automated call transcriptions train your systems to identify trends and extract the meaning and key components of every conversation. AI objectively analyzes your data to understand customer temperament and satisfaction. Then, each customer is assigned an automated score that is more reliable and consistent over time than one that is manually added.
When you detect a customer’s intent with real-time voice call transcripts, you can point agents to the right resources to help. As a result, agents are more satisfied and less stressed in their jobs.
Agent performance improves because digital telephony provides one place to handle service across all channels.
IVR and live transcription bots act as a call center manager’s extra set of eyes and ears. They help call center managers identify opportunities to improve performance, effectively map out workloads, and offer a helping hand in real time. Here’s how:
With digital telephony, call center managers view real-time call transcripts and can provide immediate assistance to help agents work through resolutions. These transcripts also give managers visibility into surging scenarios or regional issues that require additional resources.
All the best practices, insights, and tips for handling challenging scenarios are just a keyword or intent trigger away. With digital telephony, you can send alerts in real time with coaching, suggestions, and prescriptive next best actions. You can also bring in an expert to help agents work through a complex scenario, known as case swarming
. Once you resolve the problem, the steps are automatically documented to help with future issues.
AI extracts insights from hundreds of call transcripts a day for call center managers to gain critical insights into agent performance. These insights help them give objective feedback based on customer satisfaction (CSAT) scores, average handle time, and other key metrics.
When all customer service data is available on one platform, call center managers are better equipped to manage agent capacity
. A supervisor dashboard helps them identify available agents to take calls, determine the length of the calls, and review in-progress chat transcripts.
Digital telephony makes it possible for service leaders to collaborate with agents on individual career development plans as well. Call center managers add notes to call transcripts, such as an opportunity for training on communication basics
. Give your service team access to on-demand training with platforms like Trailhead
, where you can help agents grow their careers
and empower call center managers to hone their management skills
Agents have full context, from past service channel interactions to loyalty status, to deliver the best resolutions.
With digital telephony, voice is no longer a separate service channel. Data is available across all channels from a single screen so that voice becomes a digital channel in its own right that drives customer service engagement.
To discover how you can solve phone cases faster and smarter for your organization, discover Service Cloud Voice and keep learning with our guide.