The COVID-19 pandemic resulted in an exponential increase in call volumes across countries and businesses, especially those providing medical and travel-related information. It also forced contact center agents to embrace the work-from-home model.
Navigating the crisis became challenging for contact centers back then due to the lack of adoption of the latest technologies. From there on, contact centers started deploying technologies to enhance efficiency and streamline operations.
The adoption of sophisticated technologies revolutionized the way businesses interact with their customers, setting new standards for convenience, efficiency, and personalization.
In this blog, we’ll explore a few technologies poised to define the future of contact centers.
#1 Integrating Artificial Intelligence into Routine Tasks
Artificial intelligence (AI) is making an undeniable mark in the contact center industry by transforming customer communications and call center operations. The intelligence of machines and software is equipping companies with formidable tools to boost operational efficiency, improve customer experience, and bolster overall performance.
In its 2022 press release, Gartner forecasted that the deployment of conversational AI in contact centers will slash agent labor costs by $80 billion by 2026. The report further predicts that one in ten agent interactions will be automated.
AI integration in contact centers is valuable because it helps agents understand why customers call and what they want. Without human input, AI handles simple and uncomplicated requests of customers, automating an array of tasks. That, in turn, allows agents to focus on tasks that matter the most.
In the coming years, a significant leap is anticipated in the sophistication of AI-powered tools. For instance, advancements in natural language processing could result in the emergence of chatbots that comprehend customer queries and respond more accurately to them.
Likewise, AI-powered analytics can provide greater insights into client behavior and preferences, allowing firms to personalize their services better.
In its recent report, Observe.AI discloses that 99% of contact center leaders utilize insights from customer conversations to guide business decisions. However, only a third of leaders report being satisfied with the level of visibility they have in those discussions. Quite shockingly, 73% of leaders neglect agent performance and make business-altering decisions without proper visibility.
Contact center AI solutions provide a curated set of metrics that help businesses monitor the performance of their entire team as well as individuals effectively. With contact center AI software, you will be able to identify both bottom and top performers and understand which agent needs guidance.
#2 Cloud-Based Solutions are Here to Stay
Until a few decades ago, the idea of cloud communications in contact centers was unfathomable. However, many centers have shifted to cloud-based solutions in recent years.
Valued at $17.1 billion in 2022, the global cloud-based contact center market is anticipated to grow to $54.7 billion by 2027 at a CAGR of 26.1%. The growing demand for personalization and streamlined customer interaction is one of the major factors propelling the market growth.
Cloud-based contact centers are also booming in popularity because they are cheap compared to on-premise centers. Besides affordability, increased flexibility has driven the shift. As agents can work from anywhere in the world, they enjoy a better work-life balance.
With cloud-based solutions, your center won’t be limited to your country of operation. Instead, your organization can expand across geographical borders and time zones to attract a wider talent pool while maintaining excellent customer service.
In regard to cloud-based solutions, contact centers will witness further advancements, which include:
- More advanced analytics and reporting tools
- Enhanced security features to safeguard sensitive data
- Improved integration capabilities with other cloud-based solutions
#3 Self-Service and Advanced VR Systems are on the Rise
As the digital landscape changes, so do the preferences of customers.
A key trend observed in the contact center industry is the increased tendency of customers to address issues on their own. This has driven the demand for self-service and advanced VR systems.
Research reveals that around 70% of customers now expect company websites to include a self-service application. This figure indicates that self-service is no longer “nice to have.” Instead, it has become a necessity to enhance the customer experience.
Experts anticipate significant advancement in this area over the next few years, including:
- Improved AI integration for handling complicated queries autonomously
- Enhanced customization based on previous customer interactions
- Improved voice recognition technologies to provide more accurate responses
Self-service and sophisticated VR systems excel in handling simple inquiries swiftly and efficiently. This way, agents are freed up from time-consuming tasks and are able to focus on intricate issues that require their knowledge.
Embrace Cutting-Edge Tech to Stay Ahead of the Curve
Clearly, technological advancements are all set to revolutionize the contact center industry.
AI, cloud-based solutions, self-service, and advanced VR systems are technologies that will shape the future of the contact center industry. Other notable technologies that have the potential to drive innovation are omnichannel integration, robotic process automation, and voice biometrics.
Businesses that adopt these technologies will be well-positioned to stay competitive and provide excellent customer service. Therefore, embrace these technologies as early as you can. Doing so will help you stay ahead of the competition.
