Contact centers are not exempt from the trend: Artificial intelligence (AI) can play a crucial role in improving efficiency and customer satisfaction. Indeed, integrating AI solutions into your call center can transform your customer service by providing faster responses, reducing operational costs, and freeing your agents from repetitive tasks.
IT solutions expert in Quebec, Solulan offers you two innovative solutions: the Tendfor receptionist console and the Deepdesk AI assistant, tools designed to bring significant benefits to your business.
Why integrate AI technologies into your call center?
AI allows you to automate many repetitive tasks, freeing your agents to focus on more complex and high-value interactions. It also improves the speed and accuracy of customer responses, increasing customer satisfaction and loyalty. Additionally, AI can analyze past interactions to provide valuable insights and recommendations, helping to optimize processes and identify sales opportunities.
Tendfor: The receptionist console for Microsoft Teams
Tendfor is a certified contact center and receptionist console solution for Microsoft Teams. This modern platform allows you to efficiently manage incoming calls, monitor employee presence, and ensure full compatibility with the Microsoft 365 environment. Here’s how Tendfor can add value to your business:
1. Full integration with Microsoft Teams
Tendfor is designed exclusively for Microsoft Teams, using Microsoft’s Graph API for native integration. This means that all call management and routing features work directly within the Microsoft 365 environment. This integration allows for smooth call management, monitoring of employee presence, and full compatibility with Microsoft 365 PSTN numbers, whether via Direct Routing, Microsoft Calling Plans, or Operator Connect. Thus, it reduces total cost of ownership (TCO) and maximizes the use of Teams as a unified communication platform.
2. Flexibility and ease of use
Tendfor offers great flexibility with cloud SaaS deployment options, allowing receptionists and customer service agents to work from anywhere. The console is ergonomic and fully functional, available via a web application, a Teams application, and mobile applications. Advanced features like graphical IVRs, skill-based routing, and modern web dashboards facilitate interaction management and improve operational efficiency. Additionally, onboarding is quick and easy, often completed in one day.
3. Advanced professional features
Tendfor offers professional features such as call recording compliant with Microsoft standards, management of receptionist or customer service agent absences, and automatic callback options. Supervisors can monitor calls with “listen-in,” “whisper,” and “barge-in” features. The console also offers CRM integrations via standard IVR modules and integrations with Power Automate and Azure Logic Apps. These advanced features enable efficient call management and ultimately improve customer satisfaction.
Deepdesk: An AI assistant for customer service in contact centers
Deepdesk, on the other hand, is an AI assistant designed to free your agents from repetitive tasks and allow them to focus on what really matters: creating a genuine connection with your customers and solving their problems smoothly. Deepdesk automates response generation, detection of recurring issues, and synthesis of previous interactions. It easily connects to any CRM or CX tool via API, without complex configurations, and assistants are fully customizable to meet your company’s specific needs.
Here are four reasons why a contact center or call center might use an AI assistant like Deepdesk:
1. Increased agent productivity
Deepdesk helps agents manage repetitive and time-consuming tasks, such as information retrieval and drafting standardized responses. By automating these tasks, agents can focus on more complex and personalized interactions with customers, increasing their efficiency and job satisfaction. Deepdesk can analyze customer requests and provide pre-written responses based on advanced language models. It can also handle administrative tasks such as updating customer records and scheduling follow-ups, freeing up time for agents.
2. Improved customer satisfaction
Thanks to Deepdesk, agents can provide precise and quick responses in real-time, reducing wait times and improving the customer experience. AI can analyze conversations to identify customer needs and propose appropriate solutions, thus increasing overall customer satisfaction. Deepdesk can also use natural language processing algorithms to understand the context and sentiments of customers, allowing agents to respond more empathetically and effectively.
3. Seamless integration with existing systems
Deepdesk is designed to easily integrate with existing CRM and customer experience management (CX) tools. This integration allows for quick and smooth implementation, without requiring complex configurations. Assistants can be customized to meet the specific needs of each company. Deepdesk can synchronize customer data with the CRM, allowing agents to access relevant information in real-time.
4. Continuous analysis and improvement
Deepdesk uses advanced language models to analyze interactions and provide valuable insights into agent performance and customer trends. This data can be used to continuously improve processes and customer service strategies. Deepdesk can generate detailed reports on performance metrics, such as response time, problem resolution, and customer satisfaction. It can also monitor interactions in real-time and provide instant feedback to agents.
By integrating Tendfor and Deepdesk into your contact center, you can transform your customer service, improve operational efficiency, and offer an exceptional customer experience.
Solulan, your partner in IT and AI solutions for contact centers
Effective management of contact centers is essential to ensure satisfaction, loyalty, and performance of interactions with your customers. By combining your internal resources with the expertise of a specialized partner, you can optimize the management of your contact centers, improve operational efficiency, and guarantee an exceptional customer experience.
Whether you are an SME or a large company, implementing an effective contact center solution requires a tailored approach adapted to your specific challenges. As a Microsoft expert for Enterprises and IT solutions in Quebec, Solulan can assist you in deploying innovative solutions for your contact centers.
Contact us today to discover how Solulan can help you transform your customer service and improve the efficiency of your contact center!
