It is essential that every business realises the importance of a personalised conversation with the clients. Every individual is a potential client if the business can generate the need. Understanding the individual helps in striking personalised communication with the individual. A message that caters to their needs helps in having relevant conversations. On the business end, the discussion can either be to upsell a product or a service or to resolve a query.

Having cutting-edge technology to map the customer needs, makes it possible for the customer support agents to solve the issue. AI has helped develop smart chatbots that can engage the clients, comprehend their requirements, and respond naturally, as a human would. However, a dedicated call center is the only way one can ensure that feedback or a query is handled in a personalised manner. Reports have shown that support from dedicated agents has increased the customer retention rate by 5 per cent. The business impact of such activity goes up to 95 per cent increase in profits. This is because 86 per cent of the people today are ready to pay for an enhanced customer experience.

How does it work?

In a situation where the contact center of an automobile supplier pitches an individual - it is impossible for every customer support agent to know the customers’ need, their need for a car, etc. A contact center solution helps by making a user profile. With the software implemented on the agents’ workstation, the agent gets access to the call recipients' car need, where he or she might have shown interest. Knowing the area of interest helps the agent to upsell offers of the same car or cars of the same segment. On gauging a deal, which is a good fit, the lead is a potential customer. With followup and feedback alerts enabled, the potential customer can be converted to close a deal.

This process works across every sector that offers products or services and personalized calls from an expert helps the audience develop an interest in the offerings.

How is this made possible?

The evolving technology takes into account the problem in hand, and the call center software is then tailored to deliver a fully functional solution. The call center solutions have end-to-end customization option which is easy for the agent to understand and comprehend as well. One of the best contact center solutions is Ameyo Voice. The solution is available for both, inbound and outbound call centers in both, on-cloud and on-premise model. The organisation need not replace the existing CRM or ERP software. It comes with easy integration options helping the organisations start working on the tool on the go. The tool has accelerated the business growth of multiple organisations and enhanced their acceptance amongst the users.