Don't Just Automate
Augment Your People

Provide a premier contact center experience
with ForeSight Voice Mining.

ForeSight Voice Mining

Is human augmentation right for your business?

When it comes to contact centers, everyone nowadays seems to be talking about automation. They’re implementing chatbots and automatic voice response (AVR). They’re reducing agent headcount and tallying up their savings. Cutting expenses with automation is a great idea.

But don’t automate so much that you end up damaging the customer experience you provide. In addition to automation, use human augmentation to empower your people to do more and be more for your customers.

55% of customers prefer speaking
to
a human customer service agent
on
the phone*

* 2018 Study by Usabilla

71.4% of service providers do still acknowledge in-person or live
telephone engagements as being
most effective for retention,
escalations and dispute resolution**

**NTT 2020 Global Customer Experience
Benchmarking Report

How can you choose between automation and human augmentation?

Reducing headcount can deliver immediate cost savings. If you want to achieve the greatest long-term increase in profitability, you can also use human augmentation to generate more revenue.

Profit Driven

If you want to enhance the customer experience and generate greater profits by augmenting your
customer-facing staff, then
ForeSight Voice Mining may be right for you.

Cost Driven

Internal IT Desk

Internal IT Desk

If you’re running an internal IT help desk:

Employees are contacting you to reset passwords or provide technical support for their PCs. You’re not making any profit from these interactions.

Automate as much as
possible.

Small Transaction Business

Small Transaction Business

If you’re selling less than $50 of goods per month to customers:

The relatively slim profit you’re making can quickly get eaten up by providing live customer service.

Consider automation.

Large Retail Transaction Business

Large Retail Transaction Business

If your customers make large purchases:

It’s worth investing in technology that helps your agents protect your large profit margins.

Consider augmentation.

Telecom Operator
Insurance Company

Telecom Operator Insurance Company

If your customers pay a
monthly subscription fee:

It’s worth investing in technology that helps ensure customer satisfaction and retention.

Consider augmentation.

Profit Driven

Banking (Wealth Management)

Banking (Wealth Management)

If you offer wealth
management services to high-dollar clients:

The cost of frustrating your clients by making them use an automated phone system could be devastating.

Augment. Hire the best
agents and support them.

If you need to shape your contact center to its revenue size,
then automation is a good choice for your business.

If you want to enhance the customer experience and generate greater
profits by augmenting your customer-facing staff, then ForeSight Voice
Mining may be right for you.

Cost Driven

If your goal is merely to cut costs by eliminating humans, then automation is a good choice for
your business.

ForeSight Voice Mining:
Designed for Profit-Driven Premier Contact Centers

ForeSight Voice Mining focuses on profit generation and CX enhancement with advanced AI technologies developed by NTT’s own world class research labs. NTT’s unrivaled custom tuning technology enables real-time agents and supervisors assistance through accurate recognition of contact center specific words, knowledge support based on keywords, detection of non-compliant words, and a lot more. It’s the product that can simultaneously support thousands seats in real time.

Other Products

Designed to prioritize efficiency and
cost driven through automation

Other Products

ForeSight Voice Mining

Focuses on Profit Generation and
CX by Augmenting
and Empowering
Human Agents

ForeSight Voice Mining