{"id":1802,"date":"2022-05-06T07:18:33","date_gmt":"2022-05-06T07:18:33","guid":{"rendered":"https:\/\/www.replicant.ai\/how-contact-center-automation-is-different-from-other-solutions\/"},"modified":"2022-11-01T01:15:37","modified_gmt":"2022-11-01T01:15:37","slug":"how-contact-center-automation-is-different-from-other-solutions","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/how-contact-center-automation-is-different-from-other-solutions\/","title":{"rendered":"How Contact Center Automation is Different From Other Solutions"},"content":{"rendered":"<h1><span style=\"font-weight: 400;\">What Makes Contact Center Automation Different?<\/span><\/h1>\n<p><span style=\"font-weight: 400;\">Contact centers represent an extremely large market with several important needs. Traditionally, contact center solutions have aimed to solve small pieces of the broader customer service challenges outlined above.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact Center Automation offers a logical solution that eliminates the need for buyers to take on multiple vendors to solve individual challenges. So what makes contact center automation different from other solutions?<\/span><b><\/b><\/p>\n<ul>\n<li aria-level=\"1\"><b>Not a \u201crip and replace\u201d solution. <\/b><span style=\"font-weight: 400;\">Contact Center Automation solutions are designed to be immediately impactful, regardless of a contact center\u2019s current technology stack.\u00a0<\/span><\/li>\n<li aria-level=\"1\"><b>Not an IVR. <\/b><span style=\"font-weight: 400;\">Contact Center Automation uses conversational AI to allow customers to speak naturally, resolve multiple issues at once, and never be unwillingly deflected.<\/span><\/li>\n<li aria-level=\"1\"><b>Not an agent assistant tool. <\/b><span style=\"font-weight: 400;\">Contact Center Automation\u2019s core value comes from its ability to fully automate tier-1 requests \u2013 not help agents resolve more of them faster.\u00a0\u00a0<\/span><\/li>\n<li aria-level=\"1\"><b>Not a rigid plug-in. <\/b><span style=\"font-weight: 400;\">Contact Center Automation is customizable to any contact center model. It can sit in front of, behind, or completely replace an IVR and automate any number of use cases.<\/span><\/li>\n<li aria-level=\"1\"><b>Not a CCaaS replacement. <\/b><span style=\"font-weight: 400;\">Contact Center Automation integrates into every existing CCaaS and UCaaS platform so agents can keep using their everyday tools while automation takes care of tier-1 requests.\u00a0<\/span><\/li>\n<li aria-level=\"1\"><b>Not a chatbot. <\/b><span style=\"font-weight: 400;\">Contact Center Automation leverages a single AI brain to facilitate natural conversations across all channels, including voice, chat and SMS. Customers can seamlessly switch channels with context and receive resolution every time.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">What are the benefits of Contact Center Automation?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A 2021<\/span><a href=\"https:\/\/www.mckinsey.com\/business-functions\/mckinsey-analytics\/our-insights\/global-survey-the-state-of-ai-in-2021\" target=\"_blank\" rel=\"nofollow noopener\"> <span style=\"font-weight: 400;\">McKinsey survey<\/span><\/a><span style=\"font-weight: 400;\"> indicated that AI adoption is experiencing a rapid rise, with 56% of all respondents reporting AI solutions in at least one function last year, up from 50% in 2020.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The most popular AI use cases span a range of functional activities with Contact Center Automation ranking as the third most-common application in 2021.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And, customers are more willing than ever to get resolutions through automation. According to the <\/span><a href=\"https:\/\/www.replicant.ai\/blog\/the-replicant-2021-contact-center-survey\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Replicant 2021 Contact Center Survey<\/span><\/a><span style=\"font-weight: 400;\">, 71% of customers would rather speak to a machine than endure 15 minutes on hold.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact centers have traditionally taken a step-by-step approach to automating their customer service channels. They\u2019ve had to engage multiple vendors, take on time-intensive projects, and sometimes even hire teams of AI experts to build custom solutions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact Center Automation offers a transformative solution to contact center challenges, where leaders can implement a single solution that instantly unlocks automation benefits across every channel.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Solutions come almost entirely ready to deploy out-of-the-box meaning the path to full implementation can happen with just\u00a0 few weeks of customizing and integrating into whatever platforms you currently use.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">From there, contact centers can scale their solution to begin handling millions of live customer conversations, and collecting data from every channel in a single dashboard.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A unified Contact Center Automation solution allows customer service leaders to think critically about their customer patterns and maximum ROI opportunities, rather than focusing on the intricacies of constantly evaluating and maintaining several solutions \u2013 from IVRs to chatbots.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customers quickly notice when a brand has elevated their automation experiences from disjointed to best-in-class, allowing contact centers to focus on data, customer retention, and growth rather than acting as pure cost centers.\u00a0<\/span><\/p>\n<p><b>Get everything you need to know about Contact Center Automation with our comprehensive guide.  <\/b><a href=\"https:\/\/www.replicant.ai\/resources\/guide\/definitive-guide-to-contact-center-automation\/\"><img decoding=\"async\" class=\"alignnone size-large wp-image-7716\" src=\"https:\/\/www.replicant.ai\/wp-content\/uploads\/2022\/08\/TheDefinitiveGuideCCAutomation_2501x469-1024x192.png\" alt=\"Learn how Contact Center Automation is transforming customer service with Replicant.\" width=\"1024\" height=\"192\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What Makes Contact Center Automation Different? Contact centers represent an extremely large market with several&#8230;<\/p>\n","protected":false},"author":19,"featured_media":1494,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.2 (Yoast SEO v21.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Contact Center Automation is Different From Other Solutions | Replicant<\/title>\n<meta name=\"description\" content=\"Contact Center Automation diverges from the narrow solutions leaders have traditionally turned to to build out automated customer service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.replicant.com\/blog\/how-contact-center-automation-is-different-from-other-solutions\/\" \/>\n<meta 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