In conversation with Uthaman Bakthikrishnan, Executive Vice President
Q. Could you please elaborate on ClearTouch’s journey and how are you transforming businesses?
A subsidiary of TCN, Inc., a global contact center technology provider, ClearTouch introduced the first cloud-based contact center platform in India in 2016 to empower Indian businesses with its advanced technology platform for transforming on-premises infrastructure to cloud-based services. In the span of five years, ClearTouch platform has empowered many Indian companies covering more than 25000 agents in their business continuity.
Our experience with 1500+ global customers enables us to bring innovative solutions that are cross-functional. We are proud to be the only company in India for the last five years to offer a managed contact center platform. All-inclusive per-minute pricing with no contracts besides other value propositions such as 24×7 customer support, compliant with DoT and TRAI regulations, integration with in-house CRMs, helpdesk software, and other related applications.
Q. ClearTouch recently introduced the Voice Analytics solution, could you deep dive into this?
With the recent launch of our integrated Voice Analytics solution, we aim to provide mission-critical support that can be deployed quickly. This feature uses audio from recorded calls and converts them into structured data for searching and analyzing. This solution supports advanced search and filtering, enterprise-grade speech recognition, and transcription, contextual call playback data, tagging and commenting, transcript visualization, and full Payment Card Industry (PCI) redaction. CTC’s Voice Analytics solution is a set of advanced tools for search and discovery combined with automated call transcription and reduction. It includes a highly flexible search engine for quickly and easily finding and retrieving calls through free-form combinations of keywords, phrases, acoustic measures, and call metadata.
There are multiple benefits that Voice Analytics can provide to a contact center. As data is collected from each call, managers can see where their call center agent is lacking in customer service and how to improve. It might be that the agents need to learn more about the product or service, or it could be that consumers are unhappy with how they are treated. Voice Analytics can pick up on these small details and give managers ideas on how to improve customer service.
ClearTouch’s Voice Analytics tools can help reveal deep business insights that are hidden inside every customer interaction. For instance, one of our banking service customers used our voice analytics to deep dive into thousands of recorded calls to identify the commonly asked queries. This helped them set up a self-service platform, and they used our solution to raise red flags by identifying words and phrases based on lists predefined by the users.
Some additional features of our Voice Analytics platform include:
- Reduce the cost of callbacks as a result of improved first-call resolution (FCR) rates
- Avoid penalty fines and damages by maintaining compliance with data records
- Low cost per call with improved average handle time (AHT)
- Reduced call volumes by identifying typical call issues and customizing self-service options to provide a solution
- Advanced search and filtering, enterprise-grade speech recognition and transcription, contextual call playback data, tagging and commenting, transcript visualization, and full Payment Card Industry (PCI) redaction.
Q. Are there any additional features and benefits that your platform comes with?
- A single view of the customers across channels empowers the agents to provide a personalized experience. It allows agents to see the customer issues, recent interactions, pop-up windows, notifications, and knowledge of what was searched or shared.
- Guided workflows support our customer’s requirements and route their query to the right agent with the skills and knowledge to handle them. Our intelligent routing helps in resolving queries on the spot resulting in high first interaction resolutions.
- Seamless integration with CRM, Helpdesk, and other best-of-breed IT solutions. Comes with a bunch of pre-integrations. You can either use our dialer to make the calls or you can invoke the dialer from any of your customer relationship applications itself.
- Cloud contact center allows easier integrations with newer features and third-party tools. It also provides the opportunity to deploy any new feature immediately across your implementations.
- Reduced call handling time – unified dashboard, improved identification & verification migrating repetitive and transactional queries, and lower-value transactions to self-service capabilities like IVR, Web, SMS, Messaging, and Chatbots.
- Call center features like Inbound, outbound, IVR, manual dialing, predictive dialing, preview dialing, interactive voice messaging, SMS, notifications, click to call, and ACD. List management services, workforce management, workforce optimization, voice analytics, reporting & intelligence, integrations, and inclusive infrastructure.
ClearTouch can help businesses set up the entire retail omnichannel customer experience platform within 48 hours, and your agents can access it from anywhere, anytime, using any device. They’d get to have a single view of your customers regardless of the channels that your customers use to reach you. Companies need to empower their agents to make decisions, and for which, they need to provide them with the necessary information and data. This would allow them to go beyond the defined SOPs and offer the delight the customer expects.
