The right add-on for every inquiry
As part of this year’s Call Center World – the International Convention Fair for Customer Service, Communications & Contact Center – IP Dynamics presented a comprehensive portfolio from 27 February to 1 March 2018 to meet the increased service demands of customer services.
In addition to our presentation of web-based real-time monitoring, which reflects the current working state of the Contact Center, the interaction between TrueAct and the Voxtron Communication Center was also shown. With the intelligent ticket system from the company Pidas, for example, a complaint sent by e-mail can be correctly categorized by AI. Due to the skill-based media routing from the contact center, the request, respectively complaint in this case , ends up to the most appropriate employee.
Use of voice bot
Our little highlight was a live demo of the voicebot.
In an insurance scenario in which the customer contacts his insurer by telephone, he is welcomed by a sympathetic voice in the form of a voice bot and asked how one can help. After the customer has communicated his reason for the call, a series of queries that contribute to the identification, such as name the date of birth, postal code and /or the insurance number. With the routine questions that have already been answered, the customer is now forwarded to the right service employee who takes care of the customer’s request.
If you are interested in further information about voicebots, we recommend the webinar from our voicebot expert Jürgen Haas „Sprachbots – Mensch-Roboter-Kollaboration in Ihrem Contact Center“ on 15 March at 15 o’clock (only in german).
In total, the CCW 2018 was again a very successful trade fair with around 8,200 visitors and 270 exhibitors. IP Dynamics says THANK YOU to our customers, visitors and to the organizer.
Do you have questions about our products and services?
Then feel free to contact us! We look forward to hearing from you.