NYSE: IDT
facebook
Products

Discover how our products can revolutionize the way you communicate and collaborate.

Voice

Explore our advanced voice solutions designed to optimize your communication workflows.

Diverse range of DID number solutions designed to enhance your communication capabilities.

Experience unparalleled communication efficiency with our advanced SIP Trunking Solutions.

Cutting-edge technology to proactively detect and neutralize spam flags on your DID Numbers.

Messaging

Wherever your audience is, our platform ensures seamless messaging across diverse channels.

Build customer journeys by fostering interactive conversations, all within the framework of your app. 

Connect with your audience in a simple and effective way through our cutting-edge SMS platform. 

BYOC

Harness the power of IDT as your chosen carrier while leveraging your platform’s advanced features and services.

Integrate Twilio with our robust carrier routing platform to achieve unparalleled Voice termination system.

Experience reliable and high-quality communication services while leveraging the advanced capabilities of Genesys. 

Integrate IDT with the collaborative strength of MS Teams, unlocking efficient and feature-rich communication. 

Experience the power of our carrier network seamlessly connected to Plivo through our cutting-edge BYOC solution. 

Tools

Experience the power of our online voice tools, designed to simplify communication management. 

Ensure the authenticity and integrity of outbound calls with our STIR/SHAKEN Verification Check tool. 

User-friendly tool to verify the reputation of your business number, ensuring that it remains trusted. 

Compare and gain insights into outbound call expenses, optimize budget, and make informed decisions. 

Easily estimate and compare the costs associated with different DID numbers providers. 

Compare inbound VoIP rates among top CPaaS providers and optimize your inbound call costs. 

Generate custom SMS templates. 

Learn

Empower yourself with the resources you need to thrive in the dynamic landscape of communication.

Articles covering a wide range of topics.

Get answers to common queries.

Find instructions to make the most of our products.

Discover telecom insights and trends.

Find definitions of popular telecom terms.

Explore how our solutions have helped businesses.

Latest telecom trends, innovations, and market insights.

Company

A global telecom partner built to meet your needs. 

Discover the story behind our commitment to delivering innovative solutions to connect people and businesses worldwide. 

Learn about our robust network infrastructure that spans across the globe, ensuring reliable and secure connectivity. 

Got a question, feedback, or need assistance? Our dedicated team is here to help!

Find partners or sign up for partnership programs.

NYSE: IDT
Learn / Blog

VoIP Wholesale Carrier – Will AI Threaten Call Center Jobs?

|
|  2 min
In this article

Studies suggest that AI could eliminate the future of at least some white-collar jobs. If the results are to be believed, call centers are already feeling the effects. This article briefly explores the influence that AI is having on call center jobs and whether there is ever any substitute for the human touch.

Will AI threaten call center jobs?

In the context of routine inquiries, AI can provide customers with the correct information at the exact time they need it through self-service. This, in practice, will eliminate the need to speak to a human operator for routine inquiries. Just as other technology has positively impacted call centers (for example, the low call costs and CRM interoperability afforded by engaging with a VoIP wholesale carrier), the growing usage of AI within the call center environment is inevitable.

However, AI also has the potential to give customer service agents more relevant information, helping to resolve complex issues that a self-service system cannot. This is an example as to how AI and human operators can work in harmony in delivering improved customer service.

AI can also evaluate the impact that a call has on a potential customer. It can relay the following to managers and supervisors:

  • Was the issue resolved?
  • Did customer loyalty increase following the call?
  • Will the customer return?
  • What could have been done better?

Through the evaluation of these metrics, AI solutions can subsequently predict customer behavior and provide recommendations. AI can thus improve overall service, however, it far from removes the need for human interaction in delivering the best possible consumer experience.

Driving value through a virtuous circle

Correctly implemented, AI gives staff more time to concentrate on service. Operators can focus on individualized responses whilst AI takes care of the simple or routine tasks which are increasingly uneconomic to service. This is, essentially, a virtuous circle in which the job satisfaction (and thus retention rates) among call center operators improve markedly as the repetitive element of day-to-day call handling diminishes.

A happier team results in qualitative improvements to call handling, driving better consumer engagement, retention and up-selling opportunities. Staff can focus on learning and on improving their own value in delivering ever better customer service.

It is clear that, as with other advancements in technology, AI has considerable value to add to a call center environment. The technology can positively impact on unit call handling costs, response times, lost call ratios and other critical metrics. What is equally clear is that it will, in no way, represent a substitute for human intervention where a personalized response is required.

Value through integration

Since AI is, at its core, a software application, additional value is likely to come through the integration with other applications including VoIP, allowing for ever more unified interfaces and closer management. VoIP has long since offered interoperability with other enterprise software solutions, including ERP and CRM suites.

For further advice as to the potential benefits afforded by VoIP in a call center context, why not contact the expert team at IDT.

Share this article

Leave a Reply

Your email address will not be published. Required fields are marked *

Tags

Meet our wholesale voice routing

Fulfill all your voice calling needs with our category leading wholesale A-Z Voice Termination.
Try IDT Express for a $25 Credit

Get $25 Free Trial Credit

Get IDT Express articles in your inbox

The best source of information in the telecom industry. Join us.

    Most Popular

    toll-free-forwarding-illustration
    |
    |  7 min
    Introduction to Toll-Free Forwarding In today’s fast-paced business landscape where...
    caller-id-thumbnail
    |
    |  7 min
    Introduction to Caller ID Reputation Caller ID reputation is a...
    sms-data-privacy-under-gdpr
    |
    |  6 min
    The European Union’s General Data Protection Regulation (GDPR) has permanently...