FutureOfCallCentre

Future of the Call Centre Solution : The Technology Side

by Sachin Kaushik,on Sep 20,2019

While cloud-based contact centers are hardly a new technology, they remain a critical element in unlocking future innovations. Due to higher processing, storage and bandwidth capabilities, the cost and flexibility of running operating a cloud-based contact center cannot outweigh the benefits of an on-premise contact center in the light of future innovations. Today Amazon Connect is offering companies to set up a full-fledged contact center with only one click. Clearly, the differentiator for contact centers is no longer in operating an efficient brick-and-mortar or on-premise contact center solution, but the implementation of a sound vision of future innovations that enable delightful customer experiences.

Most call centers are still using outdated analog systems and IVRs, which adds to the burden on employees. Some of the other challenges faced by this industry are: high attrition rates, dynamic customer expectations, low employee engagement, stagnated career growth, lack of multitasking abilities, and customer attrition.

Internet of Things, Connected Devices, and Smart Devices

With already more devices connected to the Internet than humans, over billion devices are poised to be interconnected by 2020. This empowers companies with a formidable amount of streaming data to tap into and mine for intelligence on product and consumer behaviour.

Mobile Is the Channel of Choice

As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer. Mobile app, and mobile friendly website, for quick responses to common customer questions and issues.

The Death of Messenger Becomes a Possibility

This year’s Cambridge Analytica scandal flagged up the wide-scale abuse of private social media data and placed real pressure on Facebook to reveal the sheer depth of personal data that it has been capturing from its customers.

Customer Feedback Will Be Used More to Improve Experiences

Voice of the Customer (VoC) data to actually shape customer journeys and design experiences rather than just react to issues as they surface. By capturing what customers want to achieve, smart VoC initiatives can inform customer experience re-engineering to address 100% of customer needs, whether they’re engaging digitally or through the contact centre solution.

Artificial Intelligence

Artificial Intelligence, or A.I., covers a wide range of techniques such as machine learning and deep learning to develop algorithms that are capable of learning and performing tasks, faster and more efficiently than humans are capable of. As such, Artificial Intelligence is globally recognized as one of the most prolific industries and poised to bring the most advances in operational efficiency and automation. In the contact center industry, applications of Artificial Intelligence are often called Robotic Process Automation or Intelligent Process Automation, and are mainly used to optimize current solutions.

Future of the Call Centre Solution : The Technology Side

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