Enhancing Customer Experience Through Improved Audio Performance

Customer experience continues to be a key driver in contact centers. A 2017 global Frost & Sullivan survey shows that improving the customer experience is the second-most important driver in near-term IT investment decisions.

To further improve customer satisfaction and loyalty, contact centers are transforming from the traditional agent structure to a focus on omnichannel and artificial intelligence (AI) capabilities. Voice, however, continues to play an essential part in customer support; many customers prefer the human interaction and empathy that AI doesn’t offer.

According to an internal EPOS study, removing surrounding noise in contact centers is essential for improving customer and employee experiences. An overwhelming majority of business decision makers believe that investing in quality equipment is an effective way to improve feelings of intimacy and privacy in the conversation. And it can improve agent concentration. The same is true for agents working from home, where the problem shifts from noisy colleagues to home environment noises.

EPOS headsets can improve customer experience with customer voice interaction through advanced audio processing, creating a more natural and relaxed conversation. At the same time, many of EPOS headsets can filter unwanted noise from surroundings through noise-reduction microphones and Active Noise Cancellation (ANC).

Enterprise-Wide Customer Engagement

To implement enterprise-wide customer support, entire organizations often participate in customer care. And although integrating the contact center and unified communications allows escalation to subject matter experts, it also forces agents to use several interfaces to manage customer and colleague communications.

EPOS seamlessly supports multiple softphones, in combination with multiple connection points like PC, mobile devices and tablets. This enables agents to easily easy transition between interfaces while keeping the same call control interface on a headset. And, with the right headset, the agent only needs one — even when working with multiple connection points like desk phones, softphones and mobile devices.

Empowering the IT Department

It’s important for IT to manage equipment that’s deployed throughout the organization. This includes headsets for contact center agents and subject matter experts through the unified communications platform.  EPOS Manager is a cloud-based or on-premises IT management solution for managing, updating and configuring EPOS audio devices. With EPOS Manager, you can schedule firmware updates and gain insights through device data analytics. Run EPOS manager as an independent application or integrate it with your IT solution.

The EPOS product line compatible with the Genesys CloudTM platform, Genesys EngageTM solution and the PureConnectTM application. All EPOS solutions are available on the Genesys AppFoundry Marketplace, with links to required software plugins. Learn more about the specific features and benefits of EPOS at AppFoundry here.

Join the live webinar on November 04 at 8 AM PT and find out how to enhance customer experience with improved audio performance.

This blog post was co-authored by Carsten Steffensen. Carsten has a master’s degree in engineering (M.Sc. Electrical, Electronics and Communications engineering) and with his technical background and a commercial mindset bridging the gap between technology and business. He comes with more than ten years of experience in account management, technical sales and customer support in various international companies.

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