The telecommunications industry can benefit from omnichannel contact center solutions: Amit Kumar Gandhi

Contact center solutions are designed to overcome challenges on multiple fronts by offering solutions such as a personalized experience, faster resolutions, consistency and 365x24x7 support, says Amit Kumar Gandhi, Founder of NovelVox.

Q1 – Please tell us about your current offers. How do you plan to further increase the offerings in the near future?

Our offers aim to revolutionize the customer and agent experience. Our products are lined up for multiple Automatic Call Distributors (ACDs) such as Cisco, Avaya, Genesys, and Amazon Connect, which include:

Agent Accelerator – This is a unified and integrated agent desktop that merges data from all applications and core systems to display on a single screen. It allows agents full access to customer and product information.

Smart CTI Connector – This is a tool designed to enable personalized and exceptional customer service. An integrated solution for custom CX, the CTI Connector integrates into an app, offering call controls and key caller information, providing a single interface for faster resolution.

iVision Wallboards – This tool is for interactive digital experiences that would optimize agent performance. iVision Plus wall panels help reduce AHT and improve FCR to aid on-the-job learning, allowing agents to better handle calls and providing customers with faster case resolution. As agents get better data with KPIs and metrics, their engagement is improved through gamification techniques.

CXInfinity – It is an AI-powered omnichannel engagement platform designed to improve customer experience. Thanks to its integration, companies and customers can contact each other through different channels at any time.

Infibot – It is a conversational AI-enabled intelligent bot that helps businesses with pre-built bots designed according to their specific needs.

All of the above offerings in their entirety give any company or business, regardless of industry, visual scalability while ushering in an impactful digital presence.

Q2 – What sectors do you currently cater to? Which of them all has a huge demand for your solutions?

We have customizable solutions for all business sizes and industries, including banking, healthcare, retail, telecommunications, travel and more. Any business that needs to respond en masse to queries from its target audience needs our solutions. Considering the current scenario, healthcare and banking industries use our solutions more than any other industry. It is quite obvious that COVID has put pressure on the health system and on the management of the load of requests; contact solutions were most needed. Similarly, to keep the economy running smoothly, the banking sector had to adopt solutions.

Q3 – What challenges does the telecommunications industry face and how does contact center technology solve them?

Contact center solutions are designed to overcome challenges on multiple fronts by providing solutions such as a personalized experience, faster resolutions, consistency, and 365x24x7 support. With integrated contact center solutions, we are able to provide a personalized customer experience with faster call resolution by helping agents get a unified view of caller history and information so that the conversation can move in the right direction without delay or repetition. With built-in omnichannel solutions, we are able to maintain query and solution consistency for faster processing, and beyond working hours, we have AI-enabled bots for query resolution, which which can help compile a list of solutions and callers to be called at the start of the day.

Q4 – How does contact center technology provide seamless chatbot and on-call communication?

Contact center technology can be understood as a unified and integrated solution that allows agents to manage conversations across all channels and voices from a single screen. The consumer with any query from any department can avail the information within seconds and can go about their business. In this case, a chatbot can transparently handle level 1 requests and forward complex requests to the apt agent with smart routing in place. So, if the chatbot is unable to provide a resolution, the call is scheduled for the caller for the resolution of the query, and with a unified solution, the query is resolved.

Q5 – How do you reach your potential customers? What business model do you follow to grow your customer base?

We are currently working on two approaches to reach our potential customers; first of all, we constantly run awareness programs for our product using various marketing tools like mailers, newsletters, social media, public relations, to name a few. Secondly, we are always looking for strategic partners in the market, which can help us increase our reach to the right potential target audience.

Our business model is that of a service provider, in which we deploy our solutions to the customer, connect with the right prospects, deliver the proof of concept (POC), collect feedback, then ensure a customized solution, followed by recurring follow-ups. . Once everything is in place, we have a subscription-based model to deliver and maintain our solution.

Q6 – How does AI and ML technology benefit business growth?

AI and ML are core to our business as we intend to automate most solutions, minimizing human interference. AI-Chatbot is for contextual conversation that predicts customer intent and handles level 1 queries instantly.

Where in Voicebot is an NLP-based engine for understanding customer intent even if it’s in their own native language. Likewise, there are text translators that help the call center agent or bot to understand the customer query for faster resolution. Then there are the messaging assistants which help in providing quick response to any consumer query thus reducing time and human interference.

Q7 – How would you imagine the AI/ML scene that will develop in India compared to your region?

Artificial intelligence currently holds the potential to add US$90 billion to the Indian economy by 2025. Almost every industry is adopting AI today, especially when it comes to our field. For example, the healthcare industry is adopting AI-powered contact center solutions to benefit patients, doctors, nurses, office or front desk staff, ultimately benefiting the entire enterprise. ecosystem. Patients do not need to queue for long hours and staff members do not have to deal with an unmanageable influx of crowds for different purposes such as admission, appointments, clearance insurance or even clinical evaluation.

In the retail industry, on the other hand, virtual fitting rooms are also among the factors through which AI and ML are helping retail contact centers to be more efficient and deliver healthy shopping experience. The live product experience can be enabled, reducing the hassle of going to the market to buy any product. The selected item is superimposed over the customer’s live video feed, giving an almost exact idea of ​​fit, size and style. It helps in making a smart purchase decision and also the outlets or brands by closing the gap with the customers.

As far as our industry is concerned, the next logical and obvious direction will be to upgrade the capabilities of bots that currently handle level 1 queries. In the future, bots will be able to analyze complex queries and provide resolutions, and it will also push the learning curve of the agents and their salaries as it will need agents with deep knowledge of the product as well as the service.