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ArenaCX's Customer Service Software Improves Outsourcing Partnerships.

March, 31 2021
arenacx customer service software that improves customer service outsourcing relationships over a blue and green background with an illustration of puzzle pieces in a brain.

ArenaCX is the world’s first contact center marketplace, providing outsourced labor with a twist by adding an element of co-opetition that improves BPO performance through incentives.

But ArenaCX isn’t just a marketplace for labor.

Hidden under the marketplace’s surface is a unique AI-driven software solution built exclusively for ArenaCX marketplace customers to get the most out of their contact center relationships. 

 

We’ll dive into specifics on the ArenaCX software features later in this blog, but first, it’s important to understand a few things about why the software was developed - starting with the common pain points this solution solves - and how it marries seamlessly with our marketplace.

In this blog, you'll learn: 


First, a quick look inside the ArenaCX marketplace:


If you’re not familiar with how the ArenaCX Marketplace works watch this short video to learn more. Understanding how we use market principles to create a network of contact centers who cooperatively compete against one another to serve customers better and better is critical to understanding how the software increases our marketplace’s effectiveness.

How ArenaCX Works

 

→ To read more about how, with the help of our performance-based routing software, we’re changing the way modern businesses engage with BPOs, check out this blog.


ArenaCX's performance-based routing solution explained.


ArenaCX uses performance-based routing logic to award tickets in real time. To learn more about the performance-routing mechanism and why it is different from other routing functionality on the market, check out THIS blog.

 

Performance-based routing brings a new level of sophistication to the game. Simply put, teams and agents who perform better get a larger share of that type of tickets. With a continuous cycle of performance monitoring on a ticket-by-ticket basis, all partners are incentivized to “up their game”, so your entire network continues to get stronger as this co-opetition strategy drives continued results. 

 

Better performance = more business = more revenue.

Your customers are happier, you’re happier, your BPOs are happier.


ArenaCX’s triage functionality automatically identifies the type, category, and level of priority of each inbound interaction using Natural Language Processing based on historical cases. With the interaction classified, the powerful routing software then assesses the performance of every team at that type of ticket in real-time and instantly routes it to the team or agent who has the best track-record for handling that type of case.

labor_plus_software (1)


It does this using weighted metrics you indicate on your scorecard as the most pertinent KPIs to track for your business. I’ll illustrate this concept with an example:

 

Envision customer support cases entering into your ticketing platform. The ArenaCX smart routing software sits on top of your existing platform and instantly works to evaluate historical performance of ticket-types worked, skill requirements for that ticket (i.e. language, technical skill-level, etc.), agent availability, and cost per ticket of that partner. 

 

After your team evaluates and determines which metrics in your scorecard matter most to your business (i.e. cost, performance, etc.), our system routes the case to the right team or agent who has the needed skill, best track record for the specific type of ticket, and availability to respond to the ticket in a timely manner. 

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Step 1: Customer support cases enter your ticketing platform.


Step 2: The ArenaCX smart routing software sits on top of your existing platform and instantly works to evaluate historical performance of ticket-types worked, skill requirements for that ticket (i.e. language, technical skill-level, etc.), agent availability, cost per ticket of that partner, among other factors.



Step 3:
After evaluating and weighing all of these factors, our system routes the case to the right team or agent who has the needed skill, best track record for the specific type of ticket, and availability to respond to the ticket in a timely manner.



Step 4:
The better your partners meet your needs, the more tickets they will be awarded.

This smart, performance-based routing method leads to a virtuous cycle of metric improvements (and cost reduction!) ensuring that you get the most for your money, your customers get the best possible experience, and your BPOs are able to play to their strengths.

 

 

Imagine Partner C is exceptional at handling technical tickets in Mandarin while Partner B is pretty good at handling the same type of ticket but offers this service at a significantly less expensive cost.
 

If your scorecard emphasized cost more heavily than exceptional skill, partner B may receive more tickets than partner C to drive your costs down.  It’s all controlled by you and your team and weighted based on the metrics you’ve determined to be most critical to meet the goals of your business.


This smart, performance-based routing method leads to a virtuous cycle of metric improvements (and cost reduction!) ensuring that you get the most for your money, your customers get the best possible experience, and your BPOs are able to play to their strengths.


Additional features of the ArenaCX Software Solution: Routing is just the beginning.

 

n addition to enhancing the way tickets are triaged and routed, our software also makes it extremely easy for your team to monitor the performance of your partners in real-time so you can adjust or reward partners accordingly.

 

scorecard_iconScorecarding

Our unique and brand-specific scorecarding measures performance on an individual agent and team level, rewarding them accordingly. 

We work with your business to determine the KPIs that are most important to you, rank them, and build your scorecard with your most important metrics driving how results are measured. 

This ensures that your contact centers’ goals are aligned with your business goals and easily allows you to evaluate how your partners are performing against each other and even against your internal team.

dashboard_iconDashboarding

We’ve also created a built-in dashboard making it simple to monitor performance and gain insights about agent or team-level KPI performance. 

Our dashboarding tool allows you to track KPIs over multiple dimensions, time horizons, and levels of aggregation to give you a 360 degree view of your cx performance.

forecasting_iconSmart forecasting

Capacity planning has never been easier with ArenaCX’s AI-powered forecasting engine that predicts the quantity of each type of interaction over time, leading to better resource planning and matching of resources to needs. 

It is also key when engaging in a marketplace partner pay-per-interaction pricing model.

billing_iconBilling

Our software and marketplace combined billing platform offers an easy view of all charges in one place.

Billing is simplified to a single, convenient payment to all contact centers with an itemized, searchable spend database that allows you to easily keep track of the spend and payoff of your customer service investments.

integration_iconEasy integration

No one likes a complicated integration that takes months to plan and even more months to execute. We’ve made it as simple as possible to get started. 

Our software solution plugs simply into your existing ticketing platform, with minimal effort from your IT or engineering teams.

 

Each of the features mentioned are highly configurable so you can be as hands-on or hands-off as your business needs. 

 

With ArenaCX, you have the ability to control nearly all aspects including how tickets are routed & triaged, and what metrics are vital to your scorecard and partner success. 

 

But don’t let that scare you - you’ll have a success manager alongside you to help you understand the ins and outs of ArenaCX and help you determine the right levers to pull to get the most out of our software and your partnerships.

Getting started with ArenaCX's marketplace and software.

Want to learn more about how ArenaCX's marketplace and software can help your business improve KPIs and cut overall support costs? Start a chat or

Schedule a 15-minute discovery call

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