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Industries that can integrate contact center solutions to gain a competitive advantage

NovelVox Amit-Gandhi

Contact center solutions have gradually been redefining how businesses were conventionally done across different sectors. Irrespective of whether you are into healthcare, banking, finance, retail, insurance, or any other sector for that matter, addressing customers’ needs and concerns constitute the core of all operations. To achieve the same, it is imperative to bolster the line of communication between a brand and its customers. Hence, contact center solutions can be your business’s biggest strength irrespective of which industry it hails from.

When we talk about integrating contact center solutions, it can be done at two levels basically, one at Agent Desktop’s level and the other pertaining to the desktops accessed by the supervisors, i.e., Supervisor Desktop. Mr. Amit Kumar Gandhi, Founder of NovelVox explains in this article ‘how different industries can make use of the new-age solutions’.

Healthcare
The Healthcare infrastructure of a country speaks volumes about how valuable human life there is. While the infrastructure is certainly about building more hospitals and enhancing the different specialties to ensure the best healthcare support, it is also about adopting cutting-edge technology to ease operations for all stakeholders, patients, staff, doctors, etc. The idea should be to put the patients first, and the foremost step to take here is bolstering the line of communication.

And not just access to data, this further helps the agents in time taking yet crucial tasks like managing appointments, raising service requests, and more, right from their agent desktop. Also, in case there is a call from a patient, the same can be readily transferred with complete information among multiple departments with the help of new-age contact center solutions. On the supervisor front, the integrated desktops enable the broadcast of vital information to an agent during a live call-in real-time without breaking or interfering with the agent-patient conversation. This enables supervisors to manage agents facing queries from patients and visitors and set real-time KPIs accordingly.

Banking & Finance
The level of faith reposed by a customer in a bank determines its credibility in the market. There are new-age contact center solutions, engineered specifically for the needs of banks and other financial institutions, which can be leveraged to overhaul the complete system. The contact center solutions can be integrated with core banking applications to offer one unified view to customer representatives. An institution can even go for customized desktops for each department, like cards, phone banking, loan, etc. to get specific as per the query or requirement of a customer. Furthermore, advanced solutions can be integrated with third-party applications such as call loggers, bespoke applications, or other banking applications.

Insurance
Insurance is a very complex sector wherein there’s continual customer engagement at different levels for varied purposes. This entails reliance on a number of different third-party applications for tasks like policy renewal, cover settlement, and much more. With the right integration of contact center solutions, operations such as Customer Relationship Management, ticketing, or any other internal database, can be streamlined efficiently. Besides, as the desktops would be optimized for discreet business needs, one can set up campaigns to inform all callers who have policy renewal due dates within the next three months using a pop-up on the agent screen. These agent desktops integrated with IVR dynamically change the screen based on IVR inputs, which empowers agents to handle calls more efficiently.

Retail
With the help of customized solutions, different retail-related operations such as customer details, warranty status, recent purchases, and tickets along with product details can be made conveniently available for all customers or sales representatives. These solutions further allow them to serve all customer queries without much ado, as all information is available in a single screen view. Also, the screen would dynamically change based on the IVR reason code allowing the executive to handle the calls proactively.

Authored by - Mr. Amit Gandhi, Founder, NovelVox

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