Lifesize have announced a strategic partnership with Omilia, a provider of conversational artificial intelligence solutions.
The new partnership and integration will increase automation opportunities for organizations using the Lifesize CxEngage cloud contact centre platform, resulting in improved omnichannel customer experiences while unlocking significant cost savings for contact centre leaders.
According to ContactBabel, 65 percent of inbound contact centre interactions are still conducted via telephone with a live agent, while only 10.1 percent have been successfully shifted to self-service over the phone. Most large enterprise contact centres receive between 50 million and 100 million calls per year.
Since the onset of the global pandemic, organizations have experienced a rise in inbound call volumes and have struggled to respond to the increase in customer service demand.
“At Lifesize, we recognize that quality customer service often begins and ends with the contact centre, and is heavily informed by the first customer interaction with a brand,” said Andy Bird, director of product management for contact centre solutions at Lifesize.
“In Omilia, we’re pleased to have a true partner with the innovative technology to ensure those first interactions are positive building blocks towards the overall customer experience and a more defensible bottom line.”
Misrouted calls and transferring customers back and forth between call centre agents can cost companies up to $2 million annually.
When paired with conversational AI capabilities, contact centres on the CxEngage platform will be able to more quickly gauge inbound customers’ needs and route calls to appropriately skilled human agents.
Efficient handling of inbound customer calls will significantly improve customer experience and decrease the number of misrouted calls, thus contributing to cost savings.
Omilia offers an AI-powered virtual assistant that focuses on customer care tasks, maximizing automation and self-service, and routing customers to the proper customer service agent in the most natural, efficient way possible.
These automated customer interactions are brought to life across interactive voice response (IVR), web chatbots, social media and messaging platforms.
Omilia’s AI-powered natural language understanding is localized to 24 languages and can be customized across different industries including financial services, insurance, healthcare, utilities, travel, retail and food service.
Through the partnership, Omilia’s voice biometrics can also be deployed to authenticate caller identity based on voice patterns within the IVR system, which provides a more seamless call experience, eliminates fraud and reduces time spent on the phone.
To learn more about how Lifesize and Omilia are optimizing contact centre customer service together, you can get in touch with them by clicking here!