Key 2020 Trends: Cloud Contact Centers
Three primary trends are driving the customer care industry:
- diversified cloud-based solutions
- AI-powered technology that addresses the needs of a changing workforce
- omnichannel management that supports digital transformation
By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key providers are building professional services and resources to assist customers with strategic AI plans. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. And these solutions help agents quickly and accurately assist customers, protecting your brand, and customer satisfaction.
In 2019, automatic call distribution sported 23.3% year-over-year growth, and agent performance optimization increased by 39.2%. Frost & Sullivan forecasts the overall market revenue to grow at a compound annual growth rate of 11.4% through 2022.
The industry continues to change, most recently with the emergence of omnichannel management. Omnichannel takes advantage of all of the above to create a platform that enables functionality from the contact center to all contact applications (live chat, social media, email, etc.). At the heart of the development and implementation of these solutions, contact centers have maintained a focus on improving UX and CX.
After decades of focusing on cost-cutting and isolating performance issues in the contact center, the industry turned its attention toward improving the experience of customers, and then to the workforce that serves them.
The contact center is in the midst of the most exciting and promising time in its history. With essential feature development behind us, solution providers are forced to develop more humanistic aspects of customer care. To encompass a broad scope of requirements, contact centers are offering a wide array of deployment and pricing options. Choosing a contact center provider is an important decision that must be based on a complete evaluation of methodology and a thorough check of customer references.
- Bolster and promote offerings so customers receive additional value out of your existing operations.
- Add and enable support features to applications and relationship management software with efficient service.
- Ensure secure and real-time communication for your customers and their associated support data.
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