Nowadays thousands of companies rely on third-party contact centers to provide support to their clients. These agencies offer various means for interactions with in-callers – telephone support along with digital communications modes like email and live chat. Also, quite a few of the modern contact center agencies integrate social media channels into their operations.
It would be wrong to think, however, that the evolution of contact center operations has reached the peak of maturity. Keeping pace with evolution of web technologies, modern generation contact centers are opting for automated operations – and relying less on human agents.
By embracing the power of Genesys architecture, a contact center can make its overall operations more robust. Companies such as MiraTech can take care of implementing IVR, Genesys Voice Platform (GVP), intelligent Workload Distribution (iWD) or any other similar requirements.
While automation and AI is influencing customer care sector and its use will increase even more in the future, the role of human support also continues to be important. The contact center operations are gradually becoming cloud based – which is great for reducing the number of errors and operational complexities. Still, it will take a few more years for these technologies to mature and become more widely accessible for end-users.
The Future Of Contact Center Operations – What Does It Look Like?
In the near future, contact center operations are going to be more automated and AI technologies will be deployed to a great extent. This means that contact center architecture will need to be redefined and redesigned in order to be consistent with these changes.
In fact, many contact centers are presently deploying AI and machine learning technologies in order to automate some of the workflows. This is being done in a number of ways:
- A lot of contact centers are switching from traditional IVR setups to cloud-based IVR systems. This helps in keeping things clutter-free and allows for adding numerous features to the telephonic support system, including call management, recording, conditional forwarding, and conferencing.
Besides, using a Cloud-based IVR keeps things flexible and lowers investment and running costs. Additionally, it can be used without requiring specific hardware accessories.
- For those who prefer to use live chat rather than calling the customer care number, interaction with chat bots is quite commonplace now. Most companies, including food delivery and fast food joints are using chat bots for handling simple customer queries. The day is not far, however, when customers won’t be able to easily distinguish if they are chatting with a Chatbot or a human agent! Future generation chat bots will be able to interact with customers in more intensive ways.
- The visual IVR systems are becoming popular in contact centers more than ever before. These systems make things more convenient for end users, who can use visual guidelines rather than automated voice response to find solutions to their needs.
- As people become more dependent on their mobile devices, contact centers are also making their services better optimized for such devices. As a result, you can use smartphone apps to contact customer support through the mode of your choice, anytime and anywhere.
As these futuristic technologies are being used in the contact centers, the need to rely solely on human agents will most likely continue to diminish. While certain degree of human intervention and monitoring will still be necessary, the amount of work handled by human agents is expected to decrease, owing to extensive deployment of automation technologies.