{"id":58610,"date":"2025-01-06T08:00:48","date_gmt":"2025-01-06T16:00:48","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=58610"},"modified":"2025-04-02T19:52:04","modified_gmt":"2025-04-03T02:52:04","slug":"how-to-optimize-enterprise-contact-centers-with-ai","status":"publish","type":"post","link":"\/us\/en\/blog\/how-to-optimize-enterprise-contact-centers-with-ai\/","title":{"rendered":"How to optimize enterprise contact centers with AI"},"content":{"rendered":"

Many leaders who are looking to optimize their enterprise contact center face a few major challenges.<\/span><\/p>\n

Agents and supervisors are often dispersed globally\u2014which makes onboarding and training more complicated. Customer expectations are <\/span>higher than ever<\/span><\/a> in terms of wait times and service quality. And the sheer amount of data available today makes it difficult to filter through to the insights that are relevant and truly valuable.<\/span><\/p>\n

But in recent years, there\u2019s a solution that has proven itself capable of effectively addressing all three of these issues\u2014and potentially more.<\/span><\/p>\n

It\u2019s AI. And already, enterprises across a wide range of industries are already using it in different ways to optimize their contact center operations. Here are a few ways they\u2019re doing it.\u00a0<\/span><\/p>\n

6 ways to optimize enterprise contact centers with AI<\/span><\/h2>\n

From the customer experience to the agent experience, to analytics and insights, there are many use cases for AI in the enterprise contact center:<\/span><\/p>\n

1. Improve call routing<\/span><\/h3>\n

It used to be that calls and messaging conversations were routed to simply whichever agent was available to take them. Then, more advanced routing systems like skills-based routing<\/a> improved this process by sending customer conversations to the agents who had the right skills to help with their inquiries.\u00a0<\/span><\/p>\n

And now, AI has improved call routing yet again. Specifically, some AI contact center platforms can determine the category that a customer message belongs to, while filtering out messages that agents don\u2019t need to prioritize (like thank you messages). Then, it\u2019ll direct this conversation to an agent who is best suited to handling it, which increases the chances of customers getting their problems resolved as quickly as possible.<\/span><\/p>\n

2. Understand call sentiment in real time<\/span><\/h3>\n

AI can also analyze the sentiment of a conversation in real time, which is extremely helpful for busy supervisors who oversee large teams of tens or hundreds of agents. They don\u2019t have the time to manually listen to or check every conversation to make sure agents are handling customers effectively.<\/span><\/p>\n

But with AI-powered sentiment analysis, managers can quickly scan a list of ongoing calls and see which ones are reflecting poor sentiment (perhaps the customer is frustrated or upset). They can then quickly intervene or message the agent to coach them in real time, and maintain a positive customer experience.<\/span><\/p>\n

On a related note, if customers are expressing positive or negative sentiment about a recent feature release, for example, having the AI sentiment data can also be useful as feedback for the product or R&D team.\u00a0<\/span><\/p>\n

3. <\/span>Provide agents with live guidance<\/span><\/h3>\n

Not only can AI help managers guide agents more effectively, it can also take on some of this work itself. More and more companies are experimenting with AI assists and agent-facing chatbots to help agents handle customer questions more quickly by automatically pulling up related content and information from disparate knowledge sources.\u00a0<\/span><\/p>\n

RingCentral\u2019s RingCX, for example, has an <\/span>AI Assist<\/span><\/a> feature that helps agents live as they\u2019re interacting with customers and suggests content and responses that they can use in real time:<\/span><\/p>\n

Not only does this improve both individual and team performance, it also shortens ramp-up times for new agents. Whereas new hires may have needed a longer onboarding period to get familiar with products, services, and policies, they can now dive into serving customers sooner thanks to AI assist features that make sure they get all the answers they need without having to manually search multiple knowledge sources.<\/span><\/p>\n

\"\"<\/p>\n

4. Allow customers to self-service (and deflect more conversations)<\/span><\/h3>\n

For most contact centers, a significant number of inbound inquiries are questions that can be easily answered by <\/span>conversational AI<\/span><\/a> or an <\/span>AI chatbot<\/span><\/a>. And unlike a static FAQ page, AI chatbots can even help customers with slightly more complicated\u2014but routine\u2014tasks like placing an order, checking a balance, or paying a bill.<\/span><\/p>\n

In fact, Gartner predicts that by 2027, <\/span>chatbots will become the primary<\/span><\/a> customer service channel for roughly a quarter of organizations.<\/span><\/p>\n

RingCentral\u2019s IVA (intelligent virtual agent), for example, can be built into your existing channels to provide answers and help immediately to customers, no matter which channel they reach out to you on:<\/span><\/p>\n

\"\"<\/p>\n

5. Help managers review performance more quickly<\/span><\/h3>\n

One of the most time-consuming tasks for contact center managers is reviewing agents\u2019 conversations and team performance.\u00a0<\/span><\/p>\n

With AI-generated score cards that automatically generate scores based on conversational analytics and keywords, coaches and supervisors can save hours every week because they no longer have to listen to every call recording from beginning to end.<\/span><\/p>\n

MedCare<\/span><\/a>, a medical equipment company, uses RingSense, an AI feature in RingCentral\u2019s contact center platform, to save managers 92% of the time they used to spend on call reviews.\u00a0<\/span><\/p>\n

\u201cFor a manager to review an agent\u2019s full call and summarize their findings, it used to take about 25 minutes. With RingSense for Sales, we can now review an AI-generated analysis in two minutes,\u201d says Zac Shannon, MedCare\u2019s IT manager. And it\u2019s not just helping them save time either.<\/span><\/p>\n

\u201cOne thing RingSense is spotting for us with its sentiment analysis\u2014and we never even thought to look for this\u2014is uncertainty. When an agent comes across as unsure about the guidance they\u2019re giving to a patient, that can undermine the patient\u2019s confidence as well. Now that we\u2019re getting alerted to these moments of uncertainty on calls, we know where and on which topics to give our agents additional training or product knowledge.\u201d<\/span><\/p>\n

6. Integrate your AI tools with the rest of your tech stack<\/span><\/h3>\n

To further improve efficiency, connect your AI contact center solution to other tools that your team uses every day. This automates data and contact syncing, reduces manual back-and-forth work, and more.\u00a0<\/span><\/p>\n

Most modern contact center platforms should come with prebuilt, intuitively designed integrations with essential enterprise tools like CRM systems, calendaring apps, and ticketing platforms.<\/span><\/p>\n

Optimize your enterprise contact center using AI<\/span><\/h2>\n

Whether your contact center needs to improve CSAT or NPS scores, scale up quickly in a new territory, or shorten onboarding times for new agents, there are AI features that can empower your team to do all of this and more\u2014more efficiently and more effectively.\u00a0<\/span><\/p>\n

Book a demo with our team to learn more about <\/span>RingCX<\/span><\/a> and its enterprise-ready AI solutions!\u00a0<\/span><\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Many leaders who are looking to optimize their enterprise contact center face a few major challenges. Agents and supervisors are often dispersed globally\u2014which makes onboarding and training more complicated. Customer expectations are higher than ever in terms of wait times and service quality. And the sheer amount of data available today makes it difficult to …<\/p>\n","protected":false},"author":540,"featured_media":58613,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[43331,17901],"tags":[2088],"class_list":["post-58610","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-innovation","category-business-leadership","tag-support"],"acf":[],"yoast_head":"\n6 different ways AI is driving enterprise contact center performance<\/title>\n<meta name=\"description\" content=\"6 different ways AI is driving enterprise contact center performance, and the features businesses are already leveraging to operate more efficiently\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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Joe joined RingCentral over six years ago and has developed a brand of consistent team performance, leading key corporate initiatives and continuously optimizing the business to achieve maximum results. Prior to becoming SVP, Field Sales, he held critical roles including Global GM of our first strategic partnership with Avaya, leading our Global 2K sales initiative and creating key vertical sales focus. Most notably leading Enterprise Sales to 80% growth from 2019 to 2021, with a focus on individual and team success that included several internal promotions of key talent. On a personal note, Joe is a diehard Sooner hailing from University of Oklahoma. Joe grew up in Colorado then traveled around to Oklahoma, Texas, and New York before settling in Oklahoma with his family for the past 13 years. His wife and two daughters keep him grounded and inspired every day!","sameAs":["https:\/\/www.linkedin.com\/in\/joejacob1\/"],"url":"\/us\/en\/blog\/author\/joe-jacob\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/Change-this-34.png","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/joe-jacob\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/cccf01096a6c5708a9711d85f5d19ecaf023514e0d7de22682010e354fb95a23?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Joe Jacob<\/span><\/a>","rc_author_full_name":"Joe Jacob","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2024\/09\/Joe-Jacob-scaled.jpg","rc_author_link":"\/us\/en\/blog\/author\/joe-jacob\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/ai-innovation\/amp\">AI & Innovation<\/a><a href=\"\/us\/en\/blog\/category\/trending\/business-leadership\/amp\">, Business & leadership<\/a>","amp_link":"\/us\/en\/blog\/how-to-optimize-enterprise-contact-centers-with-ai\/amp","excerpt_title":"How to optimize enterprise contact centers with AI","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/58610","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/540"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=58610"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/58610\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/58613"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=58610"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=58610"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=58610"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}