Beyond the Cloud

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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.

Journey Mapping Pro-active Engagement
  • 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
  • Analysis to predict the best time to engage a client
  • Customer service across multiple channels
  • Anticipates client issues and addresses them proactively
  • Initial reposts by Enkata have found that initiative in customer care could increase client retention by 3-5%
Predictive Routing AI Powered Workforce Management
  • Creates dynamic routing decisions using available structured and unstructured data, journey maps and desired outcome
  • Tested with Pilot accounts around the world resulted in +3.5% NPS, -7% Handle Time (HT), 3.2% first time fix
  • Improves scheduling and forecasting through algorithms
  • Optimizes the productivity of employees
  • Predictive and contextual algorithms

 
Conversational AI & Blended AI Escalation to Desktop Sharing, Video & Augmented Reality
  • Natural language Q&A
  • Intelligent routing and triage that ensures clients are connected with the agent best equipped to handle their request
  • Agent backed virtual assistant
  • Agent’s video connection to client’s android and iPhones
  • Exchange notes and drawings on video feed
  • Maintains a single transaction throughout escalation process