4 ways intelligent communications automation helps downsize the contact center and increase efficiency

Is your company in pursuit of innovative strategies to enhance efficiency, cut expenses, and keep a competitive edge? Communications automation with AI has become the transformative force to meet these goals. The result? When contact centers integrate communications automation with AI, they’re able to eliminate contact center seats while improving productivity. Learn how they do it:

1. Automating manual tasks: Contact centers can use communications automation to automate manual tasks like call routing, appointment scheduling, and customer data entry. The high degree of automation decreases the reliance on human intervention, leading to a reduction in the required number of agents. The ultimate effect: lower labor costs, increased productivity, and a leaner staff.
2. Flexible scalability: In times of peak demand, communications automation with AI supplements insufficient staffing models that may result in extended wait times and reduced customer satisfaction due to the surge in incoming inquiries. During periods of low demand, intelligent communications automation safeguards against excessive staffing and the underutilization of resources. The ultimate effect: contact centers uphold a cost-effective staffing model, effectively minimizing labor costs.
3. Virtual agents: With virtual agents, contact centers can deliver instant responses and tackle routine interactions that were previously handled by human agents. Chatbots have the capability to address routine inquiries, frequently asked questions (FAQs), and basic problem-solving tasks by delivering instantaneous responses. The ultimate effect: contact centers can keep a lean headcount, reduce errors, and enhance the efficiency of a smaller workforce.
4. Self-service: 62% of customers prefer self-service options over contacting a live agent, according to a Nuance study. In addition to quicker resolution rates and higher customer satisfaction, self-service reduces the number of calls in need of agent help, directly influencing staff size. The ultimate effect: by implementing AI, the industry is meeting the latest consumer trend in which instant access to information 24/7 is critical.

Are you ready to downsize your contact center while becoming more efficient and profitable? As the leader in communications automation technology, IntelePeer’s platform lowers operational and staffing costs while improving customer experience and accelerating ROI. All without ripping and replacing your current infrastructure.

Contact IntelePeer to get started now.
intelepeer.com/contact-us | (877) 336-9171 | info@intelepeer.com