6 Ways Contact Center Technology is Changing
The way we engage with clients is constantly changing, evolving and improving. The Cloud refers to a combination of software and services that run over the internet, instead of locally on a computer. This means that necessary data and services can be accessible from basically anywhere and from any device with an internet connection.
But contact center technology doesn’t stop with the Cloud. Here are the top 6 technologies that are going beyond the Cloud that are changing the contact center approach to customer service and engagement.
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Journey Mapping
- Collects information from the web, mobile app or previous interacts to match user profiles
- Screen pop journey that guides the agent through the interaction and to the desired outcome
- Early adopters have found Net Promoters Score (NPS): 5 to 15% lift, $/lead 60% reduction & conversion rate multiplied by 4
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Pro-active Engagement
- Analysis to predict the best time to engage a client
- Customer service across multiple channels
- Anticipates client issues and addresses them proactively
- Initial reports by Enkata have found that initiative in customer care could increase client retention by 3–5%
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Predictive Routing
- Creates dynamic routing decisions using structured and unstructured data
- Tested globally: +3.5% NPS, -7% Handle Time, 3.2% first time fix
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AI Powered Workforce Management
- Improves scheduling and forecasting through algorithms
- Optimizes productivity
- Predictive and contextual algorithms
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Conversational AI & Blended AI
- Natural language Q&A
- Intelligent routing and triage
- Agent-backed virtual assistant
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Escalation to Desktop Sharing, Video & Augmented Reality
- Agent video connection to client devices
- Exchange notes and drawings on video feed
- Maintains a single transaction throughout escalation
