Intelligent Contacts
Automating Agent Workflows for Increased Productivity

The inclusion of AI and machine learning across contact centers has changed the status quo of business interactions with customers to offer unprecedented efficiency and personalization. These technologies have propelled the centers to adopt a unified 360-degree communication approach that simplifies user engagement, driving the scalability and flexibility businesses seek.

At the helm of this development is communication and payments software provider Intelligent Contacts, which harnesses the power of AI-based automation and real-time analytics to help their contact center clients make every interaction count.

Its state-of-the-art omnichannel platform allows its clients in the healthcare and financial services sectors to deliver a frictionless, preferred-channel experience to their customers. This omnichannel, fully-mobile approach lets contact centers leverage the power of convenience and flexibility through self-service and digital communication.

“Our omnichannel platform enables clients to interact with consumers in whatever way makes the most sense to them,” says Jeff Mains, CEO and founder.

As Mains explains, the communication channel a consumer prefers has less to do with age or other demographics and more to do with the unique situation or context in which the interactions takes place. Since the majority of interactions between users and agents revolve around payments, Intelligent Contacts focuses on making the payment path the least resistant. Then, because the health and financial services industries are both heavily regulated, the company ensures that every action adheres to state, local and federal regulations. It also maintains compliance with accredited certifications like PCI DSS, SOC 2 and HIPAA. These certifications require year-round compliance monitoring and third-party auditing and penetration testing.

One of the main driving factors behind Intelligent Contacts’ infusing of AI within its platform is it to maximize the resources and labor constraints of its clients. The implementation of AI-driven learning models acts as a ‘people multiplier,’ which reduces operational cost and helps businesses improves the bottom line results of its clients.

For example, a single agent can simultaneously handle numerous channels like email, chat, or phone calls. Or, using advanced technologies like an AI chatbot, answers to can be used to the most commonly-asked questions can be generated automatically. This way, agents only need to handle complex queries that require human intervention. This not only reduces unnecessary time spent by staff, it also delivers a faster resolution to the customer.

Many clients have reaped the benefits of the company's omnichannel strategy, which integrates communication and payment, making cell phones essential tools for consumers. This approach has proven particularly advantageous for businesses in the accounts receivable sector, who need to send timely bill payment reminders to the same list of customers. For example, one client aimed to enhance operational efficiency and reduce costs. In response, Intelligent Contacts provided a campaign-based strategy, assigning half of the calling list to digital messaging for a two-week period. The company shifted 50 percent of its outreach efforts from phone calls to partnering with a service that facilitates payments over the phone, and to sending emails and text messages containing direct, easy-to-click links to the payment page. This change allowed agents to concentrate exclusively on complex accounts needing nuanced handling, boosting their productivity. As a result, the self-service collection rate tripled, and traffic to the payment portal quintupled.

Our omnichannel platform enables clients to interact with consumers in whatever way makes the most sense to them

At the heart of Intelligent Contacts' success is a team with profound technical expertise. Each client is assigned a dedicated point of contact who collaborates with them throughout their journey. The company cultivates a solution sales mindset that shifts focus from a single product to identifying and addressing potential oversights. This approach allows the staff to adopt a comprehensive strategy to understand client needs, driving consumer outcomes and devising optimal solutions rather than merely reacting to problems.

Intelligent Contacts continues to be the technology partner of choice for clients aiming to automate their communication channels with its robust omnichannel communication and payment platform, and to enable self-resolution of queries through automation.