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Shaping Perceptions with an Exceptional Customer Experience

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.

Top 3 Business Priorities for Today’s Contact Centers

  • Improve the customer experience

  • Improve productivity

  • Reduce operating costs

  • Digitization

  • Improve self-service capabilities

  • Total (n-711)

  • IT (n-205)

  • LOB (n-506)

Bottlenecks in Implementing a Unified Customer Experience

  • 01 | 08

    Lack of customer-centric culture

  • 02 | 08

    Fragmented customer journeys and experiences

  • 03 | 08

    High volumes of data and a lack of data integration and analysis

  • 04 | 08

    Misaligned CX and employee experience (EX)

  • 05 | 08

    Limited omnichannel optimisation

  • 06 | 08

    Inconsistent customer feedback loops

  • 07 | 08

    Demonstratable ROI

  • 08 | 08

    Optimising customer experience and engagement with Cloud-Based Platforms

Enabler for secure, connected and digital experiences

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.

Features Driving Next- Generation Customer Experience Platforms

Deploying technologies such as AI, automation, and analytics enhances a cloud contact center’s capabilities, enabling customer engagement teams to deliver meaningful, streamlined experiences.

  • Sales

    Agent assist, chatbots,  speech analytics, and  channel/API integration improve productivity and lead generation and drive revenue and loyalty.

  • IT

    Migration is seamless from on premises to the cloud, with a tailored solution and minimal impact to workforce customers.

  • Customer Support

    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.

  • Operations

    Customer relationship management, multichannel integration, and programmable voice/messaging services improve customer lifetime value, customer satisfaction, and net promoter score.

Choosing the right customer experience partner

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.

Top Business Drivers for Using Managed Services for Customer Care and Contact Center Services

  • 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

How Service Providers can Best Support Customer Care/ Contact Center in the Next Two to Three Years

  • Data strategy and master data management

  • CX benchmarking and best practices

  • Target operating model design

  • Agent assistant and automation

  • Workforce engagement

  • Front and back office integration

  • Customer journey mapping

  • Omni-channel orchestration

Crafting better brand experiences: The Essentials

  • Assess Security Capabilities

    Ensure security for compliance, customer data, system breaches, and other vulnerabilities.

  • Evaluate CCaaS Platform Capabilities

    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.

  • Assess CCaaS Providers’ Partner Ecosystems

    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.

  • Prepare for Change Management

    Consider the impact on agents and IT resources as CCaaS  can offset the burden on IT and enable businesses to  improve utilisation of agents.

  • Optimise for Omni-Channel

    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.

Now that you have a quick rundown..

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