Technology has changed the way we communicate. Nowhere is that more evident in customer call centers. Advancements like artificial intelligence (AI), automation and low-code/no-code support have transformed yesterday’s call centers, known for notoriously long wait times, into modern contact centers that support personalized and streamlined interactions.
“Today, the most impactful technologies in service are ones that support reps to deliver low-effort, value-enhanced experiences in the live channel,” said Lauren Villeneuve, Senior Director, Advisory in the Gartner Customer Service & Support practice in a May 2023 report. “These technologies are critical to continue to shift customers’ transactional issues to self-service so reps can focus on more complex issues.”
Your ability to deliver an exceptional customer experience is contingent on the quality and power of your contact center solutions. Here are five ways emerging technology can transform your contact center:
1. Meet customers where they are — What better way to improve the customer experience than by enabling customers to engage on the channels they prefer – voice, text, email, web chat, social media, etc.? Omnichannel capability enables centralized tracking of conversations from one channel to another, creating a better end-to-end customer journey.
2. Customize workflows for your business and customers — Instead of mapping interactions, defining routing rules and creating interactive voice response (IVR) menus, advanced contact center technology can give you drag-and-drop, no-code tools to design the experience that fits your customers. Customize the customer experience further using simple integrations with third-party tools and industry-specific applications.
3. Help customers help themselves and get answers faster — Conversational AI-powered tools enable customers to engage in natural, two-way interactions with “virtual agents” that can answer common queries about returns and billing, for example. Whenever AI models detect issues needing human support, the system redirects to a live agent.
4. Assist agents with speedier resolution — Personalized AI-powered assistants listen, learn and provide contextual recommendations for agents to take during live interactions. AI assistance speeds up resolution times, which supports a more positive customer experience.
5. Pinpoint the cause of customer issues — Use AI to capture, transcribe and analyze every customer interaction to identify key topics and sentiments in customer conversations that will help you understand customer intent, uncover trends and provide actionable insights to guide your business forward.
Multichannel customer engagement is growing, requiring a contact center that can keep pace. AI-powered, omnichannel cloud contact center helps companies stay competitive by providing the experience their customers expect. We’ve partnered with Talkdesk to deliver Cloud Voice with Talkdesk AI-powered cloud contact center platform, which provides applications for omnichannel engagement, customer experience analytics, self-service, workforce engagement and employee collaboration.
