Evolving customer expectations, increased reliance on self-service, and the disruptive nature of COVID-19 pushed organisations to rethink their contact center operations and how they service customers. Improving the customer experience no longer means operating a traditional call center.
It’s about providing personalised interactions with empathy, omnichannel customer engagement, and using automation and artificial intelligence (AI) to improve agent productivity, customer loyalty, and retention.
Improve the customer experience
Reduce operating costs
Improve self-service capabilities
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We live in an era where customer demands are forcing brands towards digitisation with focus on creating disruptive business models to deliver value. As the means of collaboration have become increasingly digital, ecosystems have grown to become ‘Hyperconnected’.
Enterprises who embrace the changing dynamics and invest in a hyperconnected ecosystem strategy are entitled to numerous benefits and an exponential growth trajectory.
Deploying technologies such as AI, automation, and analytics enhances a cloud contact center’s capabilities, enabling customer engagement teams to deliver meaningful, streamlined experiences.
Agent assist, chatbots, speech analytics, and channel/API integration improve productivity and lead generation and drive revenue and loyalty.
Migration is seamless from on premises to the cloud, with a tailored solution and minimal impact to workforce customers.
Productivity tools like intelligent call routing, AI-enabled chatbots, collaboration platforms, and channel/API integration improve agent productivity and performance and generate greater real-time insights.
Customer relationship management, multichannel integration, and programmable voice/messaging services improve customer lifetime value, customer satisfaction, and net promoter score.
Decision-makers need to evaluate both the technology and operational capabilities of any potential partner. The right partner acts as an extension of the business, bringing industry, process, and technology expertise to bear in driving efficiencies and transformation.
Increase revenues by enabling us to build new revenue-generating products and services faster
Business demanding more agility and/or speed from IT
Desire to more closely link IT with business performance
Data strategy and master data management
CX benchmarking and best practices
Target operating model design
Agent assistant and automation
Front and back office integration
Customer journey mapping
Ensure security for compliance, customer data, system breaches, and other vulnerabilities.
For effective automation and seamless omnichannel journeys, assess front-end automation platform capabilities (cognitive assistant, cognitive self-service, built-in and self-healing RPA) and back-end automation and intelligence (smart routing, deep analytics, knowledge management). The capabilities and features required should align to the organisation’s long-term goals.
While many CCaaS providers use a vendor-agnostic approach in partnering with multiple hyperscalers to allow flexibility in cloud infrastructures, it’s still important to choose an infrastructure based on security, pricing, and data localisation.
Consider the impact on agents and IT resources as CCaaS can offset the burden on IT and enable businesses to improve utilisation of agents.
Consider the impact to the customer journey and how to optimise for omni-channel. This should be a key component in the organisation’s approach to vendor selection, evaluating requirements, and evaluating deployment options.