While some lingering economic uncertainties have led to slower purchasing decisions for contact center technology, companies are still buying. According to Donna Fluss at DMG Consulting, that’s a trend we can expect to continue, particularly now that artificial intelligence (AI) impacts so many technology acquisition decisions.

Adding AI into the contact center through intelligent virtual agents or advanced, self-service IVRs can help divert, contain, or triage interactions. AI can automate routine support, streamline communications, reduce call times, and pass along information or inquiries that need human intervention while slicing down wait time and call volumes.

With that in mind, we’ve recently brought our newest feature to the U.S. market: Broadvoice AI. In the simplest terms, it’s an AI-driven workflow builder that can intelligently automate responses, complete tasks, and trigger actions without the help of an agent. For partners, this gives you a more competitive, complete CCaaS solution that’s easy to sell. And that leads to more pipeline opportunities, faster deal completions, and more residuals.

Adding Advanced Intelligent Virtual Agents and Advanced IVR Functionality

Broadvoice AI adds Advanced Intelligent Virtual Agents (IVA) and Advanced IVR features to simplify your clients’ customer experiences and boost their operational efficiency

Here’s a breakdown of how it works:

Advanced IVA (Voice)

The Advanced Intelligent Voice Agents use natural language voice bots (that actually sound like a human) to optimize your client’s customer journey while also reducing their average hold times and call volumes. Customers can call in and have a full conversation with the AI. At the same time, it collects information, interprets the caller’s intent, and takes action based on the given customer data.

Our international CCaaS clients have seen an 80% success rate in their AI interactions, which has cut down their agent workload and improved their customer experience.

With Advanced IVA, your clients can:

• Intelligently automate responses
• Complete tasks autonomously
• Trigger subsequent actions based on the collected data
• Understand why customers are calling to help you refine your experience

“Now our client [can] verbalize [their] need, and then an artificial intelligence system processes the request and transfers it to a team that is best equipped to deal with [it].”
– María José Baena, the customer service manager at Tinsa

Advanced IVR (DTMF)

While natural language processing is helpful for some, other customers are more comfortable using the dial pad. So, we’ve created functionality similar to the interactive voice agent but using dual-tone multi-frequency (DTMF) automation.

Your clients can add AI into their IVR using DTMF automation to give their customers a faster route to answers with the click of a button.

With the Advanced IVR, your clients can:

• Enable self-service through the IVR from your customer’s dial pad
• Trigger subsequent actions automatically
• Give customers a route to an agent if an interaction becomes too complex for the AI

How Broadvoice AI Helps Your Clients

Now that you’re up to speed on what Broadvoice AI is and what it provides, let’s look at some of the ways it can help your clients.

1. Reduced call volume
2. Increased service availability
3. Fewer internal transfers
4. Higher NPS and CSAT
5. Reduced average handle time
6. Simplified self-service
7. Improved containment

It’s also important to note that Broadvoice AI is a managed service, meaning our team works with your client to build, test, and optimize their workflows. This mitigates the tendency to add boatloads of work for IT, operations, or admins while adding in tested best practices and our team’s expertise.

Positioning Broadvoice AI to Your Clients

As you bring Broadvoice AI to your CCaaS prospects, below are a few ways you can position the product. Of course, if you have any questions, reach out to your channel manager.

We built this for customers who have:

• High average hold times
• High call abandonment rates
• Limited self-service options
• Low visibility into their tool’s performance
• Outdated technology
• High call volume

It fits best for customers who want:

• Improved call containment and reduced time navigating their IVR
• An average 80% success rate
• Configurable dashboards (with managed delivery service to design the workflows)
• Intelligently automated task completion
• Simplified self-service processes from their IVR or IVA
• Streamlined routes to customer resolutions without adding headcount

Discovery Questions to Ask:

When you’re talking to prospects about CCaaS, below are a few questions you can ask to find out if Broadvoice AI might be a good fit.

1. Are you using self-service in your contact center right now?
2. If so, what are you using?
3. If not, why not?
4. What’s your current CSAT?
5. Do you have any peak seasons?
6. What does your typical call volume look like?
7. What’s your call abandonment rate?

For more information about Broadvoice AI, connect with your channel manager.