Solutions
Common contact center use cases and how to solve them
CONTACT.WORK helps you take on the tasks that hit revenue directly. Routine questions come off your agents' plates, a bot or a callback queue handles evening and seasonal calls, new leads get a call back within minutes, customers who owe you pay on time more often, and customers hear about changes before they happen. Below are twelve of these tasks. For each one we pick the right CONTACT.WORK modules, connect them to your CRM, and bring the results into your reports.
Info requestsrunningsince MarchAppointmentsrunningsince AprilPayment reminderspilot10% of customersPost-contact surveyin preparationscripts in reviewUse cases
Choose a use case
Groups
Three groups of tasks
Which tasks companies take on first and what they add later.
Fewer repetitive calls and fewer losses
Most companies start by taking routine questions and delivery inquiries off their agents: the IVR answers them by phone and the AI consultant in chat. Next they set up after-hours coverage, and before the busy season a queue that tells callers how long they'll wait, plus callbacks. Complex conversations stay with people, and speech analytics shows which agents would benefit from time with a mentor.
- Routine questions
- After hours
- Peak season
Answers without agent1 860IVR and AI agentsNights and weekends240 ticketsrequests in the morningCallbackin peak seasonqueue with forecastTo mentor3 stafffrom speech analyticsFast lead response and repeat sales
As soon as a lead lands in the system, a bot calls the customer back, clarifies what they need, and passes interested prospects to a sales rep. Customers can book even at midnight, and the day before the visit they're asked to confirm the time. Later, companies start working with past customers too: the bot reminds them about contract renewals and earned rewards, and the customer record shows the rep what else the customer might be interested in.
- New leads
- Booking
- Repeat purchases
New leads410call right awayWarm leads128with repsAppointments booked96confirmed day beforeRepeat purchases57after reminderCalls that used to be dialed by hand
Collection calls, rescheduling notices, and post-contact surveys used to eat up whole days of staff time. Now the auto dialer, SMS, and messaging apps handle them, and the customer's answer shows up in the CRM record right away. A person steps in only when a conversation is unavoidable: the customer disputes the amount, asks for another date, or is unhappy. The rest of the calls run without staff, and your reports sum up the results.
- Bills
- Notifications
- Surveys
Payment reminders2 300calls, SMS, messaging appsNotifications1 450replies in CRMSurveys860customer ratingsPassed to agents74disputes, reschedules, complaintsThe groups combine easily: for example, a bot books customers overnight, and after the visit the same bot sends them a couple of questions about the service.
Modules
What the solutions are built from
Launch
How we launch
- 01TaskWe talk through where you're losing calls, money, or time now and pick one or two tasks to start with.
- 02EstimateWe calculate the impact on your numbers: how many calls you lose and what manual outbound calling and routine questions cost you.
- 03ScriptWe write the rules, the scripts, and when to hand a conversation to a person, and you approve them before launch.
- 04ConnectionWe connect your phone lines, messaging channels, and CRM, and set up reports for the chosen task.
- 05PilotWe turn the solution on for a small share of calls or customers, review the results, and fix whatever gets in the way.
- 06RolloutWe move all traffic to the solution and, when you're ready, add the next tasks to the same system.
Q&A
Frequently asked questions
Can we run several use cases at once?
One platform handles any number of tasks. Most companies start with a couple of areas where the losses are most visible and add the rest once the first ones are running smoothly.
Which task should we start with?
The one where you lose the most: usually missed calls, the same questions over and over, or manual outbound calling. The calculators on our site help you estimate the amount up front.
Do the solutions work without a CRM?
Most of them do. If you connect a CRM or accounting system, though, the bot knows the customer's order history and nobody has to retype call results by hand.
Will the solutions fit our industry?
These tasks are common to many companies. Industry-specific needs are covered on the Solutions pages, and we build out any non-standard steps for you.
Do we need a voice AI consultant?
Not for every task. Many can be handled with the IVR, the auto dialer, and the chat consultant. We offer the voice AI consultant where at least ten agents are working.
How long does launch take?
The cloud option is ready to use within a day, and installing the platform in your own server room takes 2-7 days. Setting up the task itself is separate: how long it takes depends on the script and the number of systems to connect.
Can we change the script after launch?
Any time. We'll update scripts, rules, and schedules whenever you need, and the time spent counts toward the hours in your support plan.
Where will our data be stored?
There are three options: the CONTACT.WORK cloud in our data centers in the US and the UK, your own servers, or a hybrid setup with some data with us and some with you. The features are the same in every option.
How can we see a solution in action?
In a demo: we go over your task and walk you through our demo contact center, where all customers are fictional – a call, monitoring, reports, and screens for different roles.
How much do the solutions cost?
Licenses are free. What you pay for is support hours, priced by your support plan. If you choose our cloud, hosting is added. Carrier service and AI models are billed separately. Contact us for pricing.
Glossary
Terms on this page
- CRM – customer relationship management
- Where a company keeps its customers, deals, and full communication history. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- Callback
- The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
- Customer record
- The screen of customer data an agent sees during a conversation. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- Hosting
- You rent a server from a provider instead of buying one. Learn more →
- Speech analytics
- The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- Contact center quality management
- Calls and chats are scored against a scorecard to find mistakes and coach agents. Learn more →
- Data center
- A building with servers, backup power, cooling, and network links. Learn more →
- On-premises deployment
- The system runs on the company's own servers, not in the vendor's cloud. Learn more →
- Hybrid deployment
- Part of the system runs on the company's servers, part in the vendor's cloud. Learn more →
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