With 2020 upon us, it’s safe to say the cloud contact center has arrived. Over 70% of businesses already have their contact center in the cloud or at least have plans to start the migration this year.
What follows are the most important trends you need to know to ensure your cloud contact center stays on the cutting edge. The technologies supporting these trends will help you create the most engaging experience possible for your customers.
1. A real omnichannel experience provides even more ways to communicate.
A true omnichannel experience allows customers to move seamlessly from one channel of communications to another without skipping a beat. Achieving this requires working with a provider that offers true omnichannel support. TCI’s implementation of Mitel’s MiCloud Connect Contact Center, for example, allows your customers to communicate effortlessly with your agents as they navigate between voice, web, text and other options without losing any of their information or having to repeat themselves.
2. Artificial Intelligence delivers training and assistance.
Although AI already has begun to transform cloud contact centers, planned investments mean the technology will have an even bigger impact in 2020. The technology brings real-time training and coaching through virtual agent assist. Virtual agents are AI-powered chat bots that monitor interactions between agents and customers – even if the conversation moves between channels – to provide guidance and training for the agent in real time.
3. Analytics play a more powerful role.
Contact centers have long been collecting data on customers, but the information is useless if it isn’t properly analyzed and applied. This is where AI makes all the difference. The use of natural language processing (NLP) interprets data and provides analysis around why customers contact you, ways you can improve your products and services and how you make information available to customers. Since these insights are created in real-time, you can respond and adapt to customers’ preferences quickly, increasing loyalty while staying ahead of the competition.
4. Self-service expands.
Customers don’t want to get stuck in a queue or wait for a human agent – especially when they have a simple question about a product or service. Chat bots allow customers to get answers to basic questions and FAQs. They also free up human agents to focus on more complex queries and keep wait times down for those who really do need to speak to a live agent.
A key differentiator in 2020 will be the provision of chat bots that create a smooth transition when a customer needs live support. Smart bots route customers to an agent with the appropriate level of expertise and provide agents with a full history of the customer engagement. This saves customers from having to repeat themselves and enables agents to pick up exactly where the chat bot left off.
5. The rise of the remote contact center workforce.
Cloud contact centers have ushered in the ability to maintain a remote contact center workforce, without the need to offshore calls to a third-party vendor. With a cloud contact center, agents can be dispersed throughout the country, putting them closer to your customers. The money saved on office space and other overhead can be applied toward hiring local talent that can provide localized service. “Homeshoring” improves customer satisfaction, and this trend will continue in 2020.
Putting these cloud trends at the center of your contact center plans will help you meet your customers’ expectations for a stellar experience.
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