The Most Important Technology Trends In The Call Center In 2018

4 months ago

In 2017, we saw many changes in the customer experience and call center environment. Cloud communication and virtual agents are at the forefront of everyone’s attention, and social networks are more than ever. 2018 is expected to be a year of strategic thinking: better analysis, more conscious dialogue in social networks, and innovative ways of using artificial intelligence.

These and other topics will be discussed during the customer contact week that began on June 18th in Mirage, Las Vegas, Nevada. Stop greetings and talk to Mitel representatives before our booth.

At the same time, to help you achieve your 2018 goals, we have identified the nine most influential trends currently affecting these centers.

1. Artificial intelligence combined with customer interaction.

Enterprises are using artificial intelligence (AI) applications to deepen predictive analytics to optimize the call center experience for their customers and agents using artificial intelligence call center.

We hope that early adopters will continue to improve the artificial intelligence applications for call routing and they will be more widely used. We also want to build more connections between various media channels and simplified call center responses. It is helpful to research AI options that can benefit your business.

2. Digital transformation

The company has been trying to differentiate in terms of price or product quality. However, today we see customers increasingly looking for more: a useful experience to build lasting relationships with the company. Customer interaction is no longer an independent activity, and customers need a more complete and consistent experience.

Digital transformation, the application of advanced technology to completely reorganize the modern business environment, is an important element. With omni-channel unified communications and machine-to-machine communications through the Internet of Things (IoT), forward-looking digital transformation strategies are critical to companies that want to remain competitive.

What should this strategy include? Businesses need to consider the entire customer experience: true digital contact centers redefine the end-to-end customer experience. And using the right channels to interact with customers is not enough. The smartest companies (of all sizes) integrate technology into their business, providing a complete customer environment for each interaction and leveraging system data to deliver proactive services. In addition, unified communications and collaboration (UC) tools such as team collaboration applications are strategically important to contact centers because they enable employees to leverage the collective intelligence of the organization, the entire company for artificial intelligence call center. Vendors that offer applications with open APIs offer a higher level of customization and integration to deliver a truly seamless customer experience.

3. Better contact center analysis

The time to trust the supervisor’s skills and knowledge to make the most of the contact center agent is over. Today, even the smallest companies are using sophisticated analytics to turn data (such as calls and screen recordings, online chats, text messages, etc.) into truly useful customer reviews which can be utilized in artificial intelligence call center.

Relying on manual observation and monitoring is not enough, too much information.

More and more omni-channel call centers are beginning to rely on analytics to create panels that contain statistics that affect their operations. We also found that more and more companies are displaying this type of statistical dashboard in the user interface. Therefore, the agent and call manager can update the customer experience in real time.

In general, as the company continues to implement a unified communications platform and strategy, we expect the analysis to make more progress.

4. National Communication for All People

In 2016, universal network communication continued to separate active services from those with faster response. A comprehensive customer experience that takes the omni-channel approach into account and helps companies provide customers with more personalized solutions.