CCaaS systems require more than broadband. They typically consist of: Call Distributor: A routing system that manages, delivers, and records a full range of interactions, including voice, chat, messaging, and social media. The call distributor then routes these exchanges to designated contact center agents based on individuals’ skills, training, and other aspects a company has programmed into the system. For example, an employer may choose some agents as specialists in voice calls; it may select others for text- based interactions. This feature changes not only how agents work, but how the employers select them for their respective roles. We will explore this in more depth later. Interactive Voice Response (IVR): This familiar feature enables incoming callers to route themselves to specific sub-groups in an organization’s contact center based on a menu of options explained by a recorded voice and controlled by verbal responses or touch tones (DTMF tones). This also can be used to route incoming callers to self-service features for common requests such as bill paying or account balances. IVR systems may be integrated with ACD systems for enhanced data-sharing capabilities. Outbound Predictive Dialers: These enable contact centers to proactively place calls to a defined customer list and then send those calls to an available agent when an outbound call is answered. Algorithms manage delay times for both contact center agents and customers. This boosts agents’ productivity and time-management since many calls will go unanswered. Predictive dialers can help sales and customer service agents achieve higher connect rates. Queue call-back, where customers mark a position in line for subsequent contact center call- back, is another important component. Analytics: Collecting data about customer interactions and agent performance, and leveraging it to be more actionable, contextual, and easy to consume, yields measurable business results. Resulting insights should help management better understand customer needs, and how they decide to purchase or upgrade your products (or why they don’t). Artificial Intelligence (AI): An amazing extension of analytics capabilities, AI-enriched solutions use data in ways that imitate humans’ cognitive functions. Currently, it has varied, emerging and maturing use in CCaaS. AI does not replace human agents today (or in the near future), and whether it ever will do so is subject to debate. But AI already has become a highly useful tool to augment customer interactions and measure results. Chatbots and voicebots are the more common entry points to AI. You’ve seen them pop up at the corners of web pages, offering to provide assistance with an almost human-like persona. These features can interpret your responses (with varying degrees of accuracy) and serve-up standard replies. Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 12