{"id":1902,"date":"2022-07-20T07:45:32","date_gmt":"2022-07-20T07:45:32","guid":{"rendered":"https:\/\/www.replicant.ai\/the-best-call-center-outsourcing-solution-includes-this\/"},"modified":"2023-07-19T23:08:11","modified_gmt":"2023-07-19T23:08:11","slug":"the-best-call-center-outsourcing-solution-includes-this","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/the-best-call-center-outsourcing-solution-includes-this\/","title":{"rendered":"The Best Call Center Outsourcing Solution Includes This"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">It\u2019s no surprise that contact centers today are struggling. High and fluctuating call volumes, labor shortages and frequent employee turnovers, and ever-escalating customer expectations can be significant challenges. Call center outsourcing is one common response and often contains a wide number of components including offshore third-party organizations and automation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While these contact center tools can alleviate some of the pressure, the best call center outsourcing solution includes conversational artificial intelligence (AI). This technology can recognize multiple caller intents and \u201cunderstand\u201d more like a human being. This ability allows it to successfully resolve common customer questions and problems without human interaction.<\/span><\/p>\n<h2>Call Center Automation Solutions &#8211; Then and Now<\/h2>\n<p><span style=\"font-weight: 400;\">Early contact center automation solutions began with phone trees, which limited responses or resulted in lengthy mazes that often led to no resolution. Interactive voice response (IVR) followed, which provided additional options but still required structure to achieve a satisfactory result.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Today, the best call outsourcing solution employs automation technology that includes <\/span><a href=\"https:\/\/www.replicant.ai\/blog\/the-conversational-ai-platform-for-businesses-replicant\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">conversational AI<\/span><\/a><span style=\"font-weight: 400;\">. This type of solution can understand multiple caller intents while allowing callers to speak naturally.\u00a0<\/span><\/p>\n<h2>What is the key differentiator between then and now?<\/h2>\n<p><span style=\"font-weight: 400;\">Original human-to-machine technology solutions frequently required people to conform to robotic, structured patterns of speech, which became frustrating and inefficient. In contrast, today\u2019s conversational AI uses\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">natural language processing,\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">machine learning,\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">and big data to enable computers and humans to \u201ctalk\u201d with one another more naturally.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This technological advancement increases overall customer engagement and satisfaction.\u00a0<\/span><\/p>\n<h2>Replicant\u2019s call center outsourcing solution<\/h2>\n<p><span style=\"font-weight: 400;\">Replicant\u2019s <\/span><a href=\"https:\/\/www.replicant.ai\/product-features\/thinking-machine\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Thinking Machine<\/span><\/a><span style=\"font-weight: 400;\"> is a conversational AI-driven call center outsourcing solution that can easily resolve common, Tier One customer requests with equal efficacy and at a lower cost than adding more live agents. It can<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">scale according to demand,\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">handle an unlimited number of simultaneous calls during high-volume periods, and<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">free up precious live agent time to focus on high-value requests that require human empathy and creativity.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Contact centers that employ The Thinking Machine can add capacity, pay for only what they use, and save roughly 55% over other outsourcing solutions.<\/span><\/p>\n<h2>Conversational AI in action<\/h2>\n<p><span style=\"font-weight: 400;\">According to <\/span><a href=\"https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2022\/01\/11\/what-actually-goes-into-a-good---or-bad---customer-service-experience\/?sh=1d831b3278d0\" target=\"_blank\" rel=\"nofollow noopener\"><span style=\"font-weight: 400;\">Forbes<\/span><\/a><span style=\"font-weight: 400;\">, \u201cToday&#8217;s customers want to solve their problems with the fewest number of steps possible. They value quick and ultra-personalized responses and the resolution of queries in their first interaction with a customer service channel or representative.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Conversational AI technology can play a critical role in just about any industry that operates a customer contact center. For example, when a customer calls a hotel to book a room, Replicant\u2019s Thinking Machine can identify the caller by phone number and address him or her by name.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Understanding the steps required to book a hotel reservation, the Thinking Machine informs the customer it can help. Then, requests the number of nights required as well as the dates of the stay. If the customer has booked a reservation from the hotel in the past, the system then pulls up the customer\u2019s purchase history from a CRM, suggesting the same type of room reserved in the past. After the customer confirms, the payment is collected, the reservation is finalized, and a confirmation email is sent. This process delivers superior customer service from beginning to end.<\/span><\/p>\n<h2>Learn More<\/h2>\n<p><span style=\"font-weight: 400;\">Reach out to Replicant today for more information about call center outsourcing. Calculate the <\/span><a href=\"https:\/\/www.replicant.ai\/roi-calculator\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">contact center automation ROI<\/span><\/a><span style=\"font-weight: 400;\"> for your specific business. Let us look at your current investments, the integrations that would be required, and offer areas of cost savings and efficiency.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s no surprise that contact centers today are struggling. High and fluctuating call volumes, labor&#8230;<\/p>\n","protected":false},"author":10,"featured_media":1903,"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>Contact Center Outsourcing vs CX Automation<\/title>\n<meta name=\"description\" content=\"Replicant discusses call center outsourcing and why conversational AI is regarded as the best solution - improving customer satisfaction and increasing ROI.\" \/>\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\/the-best-call-center-outsourcing-solution-includes-this\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Best Call Center Outsourcing Solution Includes This\" \/>\n<meta property=\"og:description\" content=\"Replicant discusses call center outsourcing and why conversational AI is regarded as the best solution - 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