CIOReview | | 19 DECEMBER - JANUARYincluding the ability to forecast call volumes, improve call quality, and closely monitor operational practices--encompassing critical aspects such as call handling, customer satisfaction metrics, call recording for quality assessments, and the provision of real-time assistance to customer representatives.What sets Call Care apart is its integration of AI mechanisms and advanced forecasting tools that perpetually monitor interactions to predict call volumes more accurately. By analyzing call volumes, peak periods can be identified and optimized to minimize customer wait times, resulting in an enhanced service experience. The platform takes a step further by capturing nuanced emotional cues through call transcription and sentiment analysis. This provides insights into customer dissatisfaction or unfavorable interactions, facilitating proactive engagement to rectify concerns. Moreover, quality assurance analysts and supervisors can intervene in ongoing calls, evaluating communication effectiveness, response quality, and overall customer satisfaction.Distinguished by its cloud-based architecture, Call Care offers universal accessibility, enabling customer care staff to engage with customer calls via mobile phones, laptops, or tablets. The flexibility extends to supporting customer queries from their residences or workplaces, requiring nothing more than a network or Wi-Fi connection. Additionally, it addresses the perennial challenge of multiple passwords through a single sign-on feature, streamlining the work environment setup for customer service staff, especially during onboarding. This process translates into swift productivity, enabling new hires to contribute effectively within a matter of hours.Traditionally vexing concerns, such as transferring phone numbers, are elegantly addressed by Call Care. It allows integrating additional phone lines, accommodating scalability gracefully. The platform adapts fluidly to varying staff expansions, from 200 to 500 agents, or even scaling up to a thousand support staff--sans the need for supplementary hardware, servers, or intricate infrastructure. Furthermore, it stands fortified by robust cybersecurity measures, aligning with National Institute of Standards and Technology (NIST) standards and operating within the Federal Risk and Authorization Management Program (FedRAMP) certified cloud regions of Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP). This resolute commitment to security ensures the safeguarding of clients' sensitive information.In a tangible instance, 22nd Century Technologies partnered with a housing authority facing extensive call waiting times due to legacy phone systems. The implementation of Call Care led to a dramatic reduction in live agent assistance wait times, plummeting from sixty minutes to under five minutes. This enhancement significantly elevated customer satisfaction, yielding an astounding ROI of over 1200 percent. Similarly, the implementation at a Federal Agency resulted in Call Abandoned Rate dropping to 0.004, dramatic improvement in Time to Answer and the First Call Resolution percentage to > 90 percent. Call Care is a testament to relentless innovation, constantly aligning with evolving customer needs and tailoring solutions to meet dynamic requirements. For instance, the platform recently integrated an advanced AI-powered chatbot feature driven by technologies like ChatGPT and National Language Processing (NLP). This chatbot autonomously understands user intents and provides relevant responses, thereby reducing the need for human intervention. In addition, Call Care now includes a document redaction feature, which is invaluable for help desks handling sensitive documents. This feature ensures confidential data is obscured before being shared with agents or help desk center support specialists.These evolutionary strides encapsulate the breadth of capabilities of the 22nd Century's innovation, reinforcing the company's unwavering commitment to delivering cutting-edge solutions. Originally focused on providing comprehensive managed services for mission-critical programs of public sector entities and Fortune 100 companies, we have now introduced an innovative platform called Call Care to further enhance our contact center services
< Page 9 | Page 11 >