AI & Automation for
Contact Centres
Streamline Tasks, Empower Agents, Boost Satisfaction.
Leverage AI‑powered automation, from predictive agent assist and chatbots to sentiment analysis and process automation - to enhance agent workflows, reduce costs, and elevate customer experience across every channel with secure, cloud-based CCaaS solutions.
Transform Your Collaboration
Navigate the potential of AI & Automation with Exponential-e
The world of artificial intelligence is developing with breakneck speed, and when paired with knowledge management, the potential for automation in the contact centre is enormous, offering numerous opportunities to optimise efficiency, reduce costs, and deepen managers’ understanding of the customer journey.
The developments in industry, such as generative AI, can be game-changing, but they are not without risk when incorrectly implemented, with ill-considered automation all too frequently having a negative impact on the customer experience. It is therefore imperative to ensure you have a technology partner that can help you navigate this complex landscape and offer an effective approach to AI risk management.
Exponential-e takes a deeply consultative approach to AI projects, working closely with organisations to design and deliver bespoke solutions that are tailored to your brand values and your organisation’s unique circumstances.
Unleashing the true potential of AI in the contact centre
Exponential-e’s Adam East, UC and CX sales specialist, considers the ongoing drive for the highest level of efficiency in the contact centre, >and the role AI and automation has to play. Considering the potential benefits AI offers, Adam offers a new vision of the contact centre, where technology empowers agents to deliver their best, keeping the customer at the centre of everything.
AI is transforming contact centre operations
Call Centre AI chatbots can instantly and accurately answer customer questions, and help them navigate websites.
AI automation of processes puts complete workflows just a click away, optimising routine operations.
Natural language processing
and sentiment analysis enables less stressful, more productive conversations.
Secure integration with existing systems and knowledge management platforms enables the full centralisation of all customer data, ensuring it is always accessible to agents.
Accelerating your AI journey
We do not believe a one-size-fits all approach is suitable for any AI project - especially in the contact centre. Organisations and their customers are simply too diverse for that to unleash the full potential of this transformative technology. Before recommending any sort of AI or automation initiative we conduct a deep analysis of your customer journey and identify which areas are suitably for automation. This includes the development of robust business cases, if required.
Contact us today to discuss your own AI journey, and ensure automation delivers all the potential benefits across your customer journey.
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How we support your contact centre’s AI journey
Discover how our contact centre specialists will identify the key areas where AI can deliver instant cost savings and process improvements, allowing you to access these benefits as quickly as possible.
This brochure offers an in-depth exploration of Exponential-e’s entire UC and CC ecosystems, all of which we deliver in bespoke combinations to optimise your internal and external communication strategies.
Our commitment to delivering excellence
Rolling 3 month average. Industry average: 17
Our commitment to delivering excellence
The world’s first real-time NPS - part of our longstanding customer service promise.
Through our own customer service platform, our customers are able to give us feedback quickly and easily, with a click of a button. Our Customer Support teams are immediately notified of feedback so they can respond instantly, in order to quickly closing the loop on any feedback that is less than excellent.
Accreditations and Frameworks
Environmental Management
Certificate number: EMS 648194
Quality Management
Certificate number: FS 545046
Business Continuity Management
Certificate number: BCMS 6073420
SOC2 - Type 2 Compliance
A SOC2 - Type2 Compliance is an internal controls report capturing how a company safeguards customer data and how well those controls are operating. These reports are issued by independent third party auditors covering the principles of Security, Availability, Confidentiality, and Privacy.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
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Energy Management
Certificate number: EMS 648194
Information Security Management
Certificate number: IS 545047
2017 Data Protection
Certificate number: PIMS 686040
Cyber Essentials Plus
Cyber Essentials is a Government-backed and industry supported scheme that helps businesses to protect themselves against the ever growing threat of cyber attacks.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
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Cloud Security
Certificate number: STAR 6073412
Service Management
Certificate number: ITMS 562540
ISO 27001
Certificate number: IS545047
PCI DSS
The PCI DSS is a set of comprehensive requirements for enhancing Network security. It is a multifaceted security standard that includes requirements for: Security management, policies and procedures, network architecture and their critical protective measures. This comprehensive standard is intended to help organisations proactively protect its Network.
The CCA Global Standard
The CCA Global Standard is a globally-recognised accreditation that acknowledges excellence in organisations’ customer service strategies, in order to develop a high standard of customer experience across all sectors, all over the world. The assessment process looks closely at a number of areas, including managing the transition to new working models, agent wellbeing, monitoring and analytics, and the overall customer journey.
Environmental Management
Certificate: EMS 648194
Quality Management
Certificate: FS 545046
Cloud
Security
Certificate: STAR 6073412
2017 Data Protection
Certificate number: PIMS 686040
Energy Management
Certificate: EMS 648194
Information Security Management
Certificate: IS 545047
Business Continuity Management
Certificate: BCMS 6073420
Service Management
Certificate: ITMS 562540
ISO 27001
Certificate: IS545047
SOC2 - Type 2 Compliance
A SOC2 - Type2 Compliance is an internal controls report capturing how a company safeguards customer data and how well those controls are operating. These reports are issued by independent third party auditors covering the principles of Security, Availability, Confidentiality, and Privacy.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
Â
Cyber Essentials Plus
Cyber Essentials is a Government-backed and industry supported scheme that helps businesses to protect themselves against the ever growing threat of cyber attacks.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
Â
The CCA Global Standard
The CCA Global Standard is a globally-recognised accreditation that acknowledges excellence in organisations’ customer service strategies, in order to develop a high standard of customer experience across all sectors, all over the world. The assessment process looks closely at a number of areas, including managing the transition to new working models, agent wellbeing, monitoring and analytics, and the overall customer journey.
PCI DSS
The PCI DSS is a set of comprehensive requirements for enhancing Network security. It is a multifaceted security standard that includes requirements for: Security management, policies and procedures, network architecture and their critical protective measures. This comprehensive standard is intended to help organisations proactively protect its Network.
RESOURCES
More Insights
FAQs
Various tasks can be automated in a call centre to improve efficiency and customer service. These include handling basic queries with AI-driven systems, automating repetitive tasks like scheduling and data entry, and integrating systems to streamline operations and enhance agents’ productivity and wellbeing.
AI can help ensure all available self-service options deliver successful resolutions by providing personalised and accurate responses, offering 24/7 availability, improving efficiency through automation, and offering enhanced conversational experiences, while simultaneously freeing agents to focus on tasks that require their personal intervention.
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