Providing Support on Multiple Channels with Multiple Languages Is The Expected Thing

User experience and satisfaction are buzzwords these days. Communications and how the system is implemented can make quite a lot of difference to this aspect.



With the spread of the internet and digital technologies, voice communication is just one part of the omnichannel system that has become somewhat of a standard these days. A person may start on one channel and carry it forward to any other channel like fax, voicemail, email, chat or even video conference. The IP PBX software that is so commonly employed in contact centers must have all these capabilities besides being tied to a backend CRM to enable seamless communication.



However, it does not end there. Given the global nature of most businesses and that contact centers may need to handle callers using various languages, it is indispensable for the PBX software to include multiple language support. English or French or Spanish alone will not do. There may be callers from China, Japan, South East Asian Countries and from Middle East and Africa. If a caller gets a response in his own language, especially if he is not familiar with English, he is delighted and a delighted caller can become a loyal customer. If a caller visited a website and could read it in his native language, he expects to carry forward a dialog in the same language when he calls the company.



This raises a problem that it may not be humanly possible to employ agents who know multiple languages. The solution is an IP PBX system that incorporates a degree of artificial intelligence and ties in to an automatic language translator. This is the way omnichannel PBX solutions are headed and smart contact centers will use only such software that has multiple language support. It is common to employ IVR in such environments to provide self service and even this needs to be configured in various languages so that callers who do not know English, for example, hear a recorded message in various languages. Text to speech is a feature of such IVR configurations and it should need only some extra effort to prepare multi-language options and configure the IVR accordingly.



Does multi language support help? It does, just as omnichannel support is indispensable for a global reach. Businesses and contact centers that have global operations will find IP PBX with multi-language support indispensable and a versatile as well as valuable tool to deliver customer delight.


Source: https://hodusoftsite.wordpress.com/2018/07/06/providing-support-on-multiple-channels-with-multiple-languages-is-the-expected-thing/

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