“THERE MUST BE FULL COMPLIANCE AND INTEGRATION BETWEEN CRM AND IVR”

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“When customers return the call to the call center, there must be full compliance and integration between the external call system, CRM and IVR. Customer representatives should be able to quickly serve the customer as if it were an external call.  For a unique customer satisfaction experience and dynamic communication, the service starting from one channel should continue with different channels.”

At CCR, we meet all the technological infrastructure and technical expert resource needs of call centers from A to Z. We serve Turkey, the Middle East and Europe with one of the largest and experienced staff teams of Genesys, the leading global call center solutions provider. With our expanding staff and newly developed projects, we have reached higher levels every year and become one of the top first 250 companies in ICT 500. By developing innovative applications that direct the sector with our R&D team at İTÜ Teknopark, we have been the 13th among the software firms exporting software in Turkey.

We provide our customers with specialized technical personnel services such as system management, project management, application development, network and database systems in call centers. We integrated our own application-independent, mobile application supporting EasyConnect video call technology with the case management system, Genesys PureEngage, Genesys PureConnect and PureCloud cloud call center platforms. Thanks to these integrations, we have been able to sell products we have developed around the world. With our proprietary SmartDialer application, we have enabled especially large call centers to manage their outsourcing securely. We continue to work on a unique new platform for quality assessment and management for organizations. The services we provide are aimed at producing faster and more efficient solutions by spreading self-service with the more efficient use of technology.

Management of “Big Data” Source

In call centers, hundreds of thousands of calls are made every day. Reports are generated by accessing millions of customers’ data and a very serious source of large data is obtained. As these systems are monitored very closely in real time, modern applications are needed to respond very quickly to these instantly changing demands. Today, customers are called for many different campaigns. When they call the call center back, there must be full compliance and integration between the external call system, CRM and IVR. Customer representative should be able to quickly serve the customer as if it were an external call.

It is essential for companies, for which we plan to offer dynamic and modern communication today, to allow a service originating form a channel for a single customer satisfaction to continue with another channel. However, implementing new generation technologies in traditional systems is a tall order. The fact that when a customer is in contact with the call center through a Web site, social media or telephone, previous interactions and requests by that customers can be viewed is helpful to avoid repeated contacts, thereby boosting both customer satisfaction and the company’s total employee productivity. For example, if communication initiated online is lost, being able to receive contacts from the call center will also be an important satisfaction factor for customers. Since our foundation, we have often completed such projects thanks to our experienced team using flexible architecture and open-library structures of the Genesys platforms.

“Any factors that cause abnormal calls in the system should be carefully noted. Human resources must be planned accordingly by updating the estimates in the same direction for future similar predictions.”

 

Fraud detection system

Implementing “fraud detection” using voice technology can be quoted as an example for the developments we do to optimize external call campaigns and quality assessment tools. We strive to analyze the leisure time of customer representatives for business intelligence models in organizations.

Our R&D team closely follows the new generation technologies and offers customized IVR menus and self-service applications empowered by voice recognition technologies to offer faster solutions seamlessly integrated with back-office applications. The use of AI is constantly on the rise day by day in new-generation call center applications where cutting-edge technology is a key ingredient. We are working on services that analyze whether or not the background sound is tampered with in interviews with customer representatives for fraud detection. We also develop smart platforms for customers who do not have real-time text messaging support via chatbot applications.

Among the services we have developed are the development of customer agent interfaces that serve all communication channels from a single interface, in particular, to the ability of call centers to support omni-channels. Younger-generation communication preferences have already changed from telephony to social media channels and video calls. Call centers cannot remain indifferent to this request and must arrange their own structures accordingly. Call centers that accomplish this will play an important role in customers’ brand choice.

Analysis with audio and video

As a company that provides technology services to call centers, our personnel choice is for analytical thinking and practical people who can produce quick solutions. Similarly, the only  criteria ?? to be taken into account for customer representatives’ productivity is not number of calls per day or average call duration on the phone or on the service communication channel but the indirect parameters like number of records with delivered solution and customer satisfaction. It is imperative to realize that customers contacting call centers are looking forward to having their issue solved rapidly by the right person without having to kept on the phone for much too long. With this on mind, personnel should be able to be assertive with the customer and have strong problem-solving or sales success rate to create the difference and get noticed.

For organizations to provide better service, it is inevitable that the data can be analyzed and understood in call centers where both historical and real-time data are processed and stored. We employ different technologies to achieve that. Analyzing voice calls with speech analytics in real time and historically, analyzing the entire context of the conversation, detecting the tone of the voice of the customer or the representative, analyzing the background voices and making a call alert that could be subject to fraud attempts, determination of reports and warning mechanisms depending on whether the various predetermined word clusters are used in the calls or not, are some of the projects that we have already implemented. In addition, our R&D studies on new technologies such as face scanning and analyzing during video calls to determine gender, age and ethnic origin; verification with face recognition; automatic retrieval of credit card information when put in front of a camera are similarly on the rise.

In order to be able to harness the business power efficiently and make accurate future forecasts, it is very important to analyze the varying number of calls based on the past figures, periodical and historical statistics, ad revenues realized, or system problems encountered. Any factors that cause abnormal calls in the system should be carefully noted. Human resources must be planned accordingly by updating the estimates in the same direction for future similar predictions. Call center solutions that make these forecasts and historical data analysis automatically should be examined and these processes which become more complicated as the number of personnel increases, should be automated, employee productivity should be increased.

“We are working on a system for fraud detection. In the near future, we expect to launch our service that analyzes whether or not background sound has been tampered with in interviews with customer representatives. We also develop smart platforms for customers who do not have real-time text messaging support with our chatbots.