It is exciting to think that Kodak Alaris will be considered for a prestigious award during the 16th annual Call Center Week. A finalist for the Call Center Week Excellence Award in the category “Best New Technology Solution,” Kodak Alaris will be recognized during the CCW Excellence Awards Gala on Tuesday, June 16th at The Mirage in Las Vegas. With 13 different categories these awards honor the most innovative contact center solutions and executives in today’s industry.
Kodak Alaris earned recognition for the implementation of its Info Insight platform at the Event Imaging Solutions (EIS) contact center, where it ensures customer satisfaction through fast email response times. EIS is a digital souvenir photography service with more than 90 partners, including theme parks and iconic tourist attractions in 28 countries. EIS has more than 500 retail sites and 225 million guests annually. Its four contact centers handle over 50,000 guest inquires per year.
Obviously great customer experience is essential for these contact centers. In order to provide the highest quality CX, contact center agents require the right tools to respond to guest inquiries in a manner that is both fast and efficient. To achieve this goal a new email response management system (ERMS) was needed, and that’s when the Info Insight Platform was implemented.
Here are some impressive results EIS has achieved following the implementation of Info Insight:
- Reducing inquiry to response time by up to 40 percent
- Slashing the amount of time spent on each case from an average of 8.2 minutes to 5.4 minutes within two months of deployment
- Addressing 65 percent of customer emails on the same day they’re received
- Increasing overall agent productivity and customer satisfaction
A more detailed list of benefits are available in this case study.
“Having an ERMS that enables contact center agents to always meet SLA requirements and deliver superior customer service was crucial,” said Joseph Noble, Internet Customer Support Manager, Kodak Alaris’ Event Imaging Solutions Group.
One of the most important differentiators of Info Insight is that it is an artificial intelligence-based solution, which means it gets smarter over time. It learns from previous customer interactions and expert agent input in order to suggest better responses faster. As Joseph Noble of Kodak Alaris explains: “Info Insight’s logic is excellent. The first or second response option offered to an agent is usually spot on.”
Contact center agents’ time spent on each case declined from an average of 8.2. minutes to 5.4 minutes within two months of deploying Info Insight.
EIS’s contact centers are not the only ones to benefit from the solutions offered by Info Insight. In fact, more than 50 contact centers worldwide, including many globally recognized brands, have overcome challenges with customer communications using this technology, such as multi-channel correspondence. The AI-based solution removes manual processes and handles customer inquiries up to 90% faster, allowing contact centers to provide superior customer service.
As a finalist, Kodak Alaris is assured of taking home one of the top three awards: winner, runner up or honorable mention – a significant achievement. “It’s very exciting to recognize the finalists for their exceptional work in the industry,” said Lisa Schulman, Executive Program Director of IQPC’s Call Center Week. “We received a record-breaking number of applications this year and the CCW team is looking forward to the awards gala.”