{"id":1804,"date":"2022-05-09T05:21:31","date_gmt":"2022-05-09T05:21:31","guid":{"rendered":"https:\/\/www.replicant.ai\/6-key-features-how-to-identify-contact-center-automation\/"},"modified":"2022-11-01T01:15:33","modified_gmt":"2022-11-01T01:15:33","slug":"6-key-features-how-to-identify-contact-center-automation","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/6-key-features-how-to-identify-contact-center-automation\/","title":{"rendered":"8 Key Features: How to Identify Contact Center Automation"},"content":{"rendered":"

Know What Your Contact Center is Looking For\u00a0<\/span><\/h1>\n

A 2021\u00a0McKinsey survey<\/a> 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.\u00a0The second-most common application of AI in 2021? Contact Center Automation.<\/p>\n

Contact centers have traditionally had narrow options of software tools available, forcing them to patch together disjointed systems that never truly satisfy customers and relieve agents.<\/p>\n

Contact Center Automation has changed that, however, with a unified, omnichannel platform that uses conversational AI to fully resolve hundreds of the most common customer service requests. As Contact Center Automation continues to earn widespread adoption, learning how to evaluate a solution will be critical<\/p>\n

Here’s what to look for:<\/p>\n

Core Features of Contact Center Automation<\/span><\/h2>\n

Contact Center Automation leverages a suite of technologies that are tailored to customer service and designed specifically for contact center use cases.<\/span><\/p>\n

While individual Contact Center Automation solutions may take varied approaches to underlying components like conversational AI, integrations, multi-channel support, and analytics, a comprehensive solution should have a number a few core pillars:\u00a0<\/span><\/p>\n

Natural Conversations. <\/b>A Natural Language Understanding (NLU) brain that can quickly and accurately comprehend and converse in natural language to resolve customer issues in any language.<\/span><\/p>\n

Omnichannel Support. <\/b>Multichannel support for voice, SMS, VIVR, webchat, social, email, in-app, and business messaging to resolve customer issues anywhere with seamless context switching.<\/span><\/p>\n

Conversation Design. <\/b>A user-friendly conversation design studio to design, deploy, and update autonomous conversation scripts across use-cases with pre-built conversation components.<\/span><\/p>\n

Conversation Analytics. <\/b>Out-of-the-box, customizable analytics that provide insights into conversation performance, A\/B testing outcomes, and KPIs like call volume, average handle time, and trending support issues.<\/span><\/p>\n

Conversation Interface. <\/b>Full visibility into conversation transcripts for reviewing, monitoring, and searching live and past conversations; auto-tagged metrics including disposition, sentiment, and timestamps.<\/span><\/p>\n

Agent Collaboration. <\/b>Built-in workflow capabilities including smart agent handoff, automated after-call work, intelligent routing, and agent assist for increased productivity and hybrid-working models.<\/span><\/p>\n

Comprehensive Integrations. <\/b>Out-of-the-box platform-agnostic integrations to deploy autonomous conversations across existing contact center, CRM, and internal system workflows<\/span><\/p>\n

Secure Infrastructure. <\/b>Scalable and redundant infrastructure that can handle millions of autonomous conversations concurrently with enterprise-grade security that is SOCII, GDPR, HIPAA, and PCI compliant.<\/span><\/p>\n

Why they matter<\/span><\/h2>\n

As a unified solution, Contact Center Automation is a sum of its parts. Without strong horizontal features, the ability of the platform to effectively serve and scale with customers is hampered.<\/p>\n

Without artfully crafted conversations, customers will get frustrated. Without omnichannel support, customer experiences will be disjointed. Without a clear interface and strong pass-off tools, agents are left disadvantaged. And without a strong infrastructure and out-of-the-box integrations, it may take months to years to fully deploy a solution.<\/p>\n

Learn more about how Contact Center Automation differs from traditional solutions<\/a> and what a roadmap to automation<\/a> looks like.<\/p>\n

Or, download the comprehensive guide to learn everything you need to know about Contact Center Automation.
\n\"Learn<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Know What Your Contact Center is Looking For\u00a0 A 2021\u00a0McKinsey survey indicated that AI adoption…<\/p>\n","protected":false},"author":19,"featured_media":1506,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"acf":[],"yoast_head":"\n8 Key Features: How to Identify Contact Center Automation | Replicant<\/title>\n<meta name=\"description\" content=\"Contact Center Automation is a sum of its parts \u2013 learn the horizontal features that make up a strong solution.\" \/>\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\/6-key-features-how-to-identify-contact-center-automation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"8 Key Features: How to 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