What is AI Call Centre Software?

AI is now in everyday life, especially in contact centres. From Speech Analytics to outbound predictive call routing, to virtual agents; AI software is truly embedded into MaxContact.

Utilising the power of AI within your contact centre has the benefit of keeping your contact centre ahead of the curve and your competition.  

Now is the time to make the most of AI and deliver excellent service to your customers. We know that the modern customer will move brands if the service is not sufficient so now is the time to empower your contact centre to meet the demands of today's society.

Utilising AI software with MaxContact allows you to:

1: Increase sales conversions

Our advanced AI Speech Analytics will monitor 100% of your interactions to ensure that your team is working at an increased efficiency whilst remaining compliant with our speech analytics package for regulatory purposes. 

2: Take advantage of the most powerful AI Predictive Dialler on the market

Our AI software will help you understand why companies across the world have used our advanced diallers to improve their outreach and increase their target conversions. 

Our AI-driven algorithm will ensure you get the best out of your data so you can have better conversations.

In the modern labour market, we understand that the cost of human power can have a huge impact on contact centres, especially when they are left to deal with low-level enquiries.

This is why we offer you the Virtual Agent! Our virtual agent uses conversational voice AI to handle customer inquiries.

This can be used in both inbound and outbound call centre environments and can take the stress off your team so that they can focus on the more complex inquiries. Our conversational voice AI allows you to do more, with less.  

Bringing on these AI tools can revolutionise your business whilst improving all key metrics including the customer and employee experience.

Why Invest In AI Call Centre Software?  

If you want to stay ahead of your competition, then now is the time to invest in AI software. AI tools can improve all aspects of your business, including sales, customer service and compliance.  

A recent benchmarking report found that 73% of respondents were looking to invest in AI software in the near future. Can you afford to be left behind? 

How Does it Work?

AI software works in many ways in the contact centre. Have you ever spoken to a financial provider who then reads out a list of terms and conditions before finalising an over-the-phone contract?

This is for legal and compliance reasons and is where Speech Analytics comes in to ensure that the customer service representative has read out exactly what is required.

Industry governing bodies can request access to your compliance records and proving that you are monitoring 100% of customer calls is a fantastic way of proving that your contact centre is running with compliance at the forefront.

We know that not every business is the same which is why our AI Speech Analytics is completely tailored for you.

You decide the key phrases, the negative keywords and the positive phrases that you wish to be highlighted and what the follow-up action is. 

Our AI-driven algorithm will monitor the best times for recalls, when to call leads based on history and how to work proficiently to ensure more conversations with fewer attempts to provide an exceptional customer experience for all involved, therefore improving customer satisfaction.

With the algorithm continuously learning, you can be assured that your dialler strategies will continually be refined. 

Can AI Replace Call Centre Agents?

“Isn’t AI supposed to remove agents?” This is a question that we get asked all of the time.

Although we don’t believe that there will be a time with no agents, we do believe in using virtual agents with conversational AI to remove the stress of inquiries that agents need to deal with, leaving them with the time and resources to deal with higher value and often more complex tasks.

Our virtual agent is designed around your business and is there to handle customer interactions. It can utilise knowledge management systems, websites, etc to have a conversation with a customer and provide the correct answers.

If, at any stage, the conversation is not able to be answered by the Virtual Agent then it will leverage the human agent team and put the customer through to speak with a customer service representative.

All items with the Virtual Agent, including voice and tone, can be customised to suit your company brand. 

What Are the Benefits of an AI Call Centre Software?

AI call centre software offers a range of benefits, simplifying customer service operations across various industries. Here are some of the many benefits of AI call centre software:

1: Enhanced Efficiency: AI-powered call centre software streamlines operations by automating repetitive tasks, allowing agents to focus on more complex inquiries.

2: 24/7 Availability: AI systems don't require breaks, which allows businesses to provide round-the-clock customer support, enhancing customer satisfaction and loyalty.

3: Scalability: As call volumes fluctuate, AI software can effortlessly scale up or down to accommodate demand, ensuring consistent service levels.

4: Personalised Interactions: Through advanced algorithms, AI can analyse customer data in real-time to deliver personalised responses.

5: Reduced Wait Times: With intelligent routing and automated responses, AI minimises wait times, improving customer experience and reducing frustration.

6: Data-Driven Insights: AI call centre software collects and analyses vast amounts of data, offering valuable insights into customer behaviour, preferences, and pain points, empowering businesses to make informed decisions.

7: Cost Savings: By automating tasks and optimising workflows, AI reduces the need for human agents, resulting in significant cost savings over time.

In essence, AI call centre software not only enhances operational efficiency but also increases the overall customer experience, driving customer satisfaction and loyalty while optimising costs for businesses.

As pioneers in the contact centre industry, we have always looked to streamline operations, develop and stay ahead of the market when it comes to our offerings.

This has led us to work with many companies on their AI journeys. From an Australian fundraising client who wanted to ensure that they were being compliant and respectful to their donors, to an NSW financial company who utilised our virtual agents to warm up an existing database for appointments via outbound conversational voice AI.  

We are always open to a conversation and will listen closely to ensure that your wants and needs meet our services, ensuring a close working partnership.