Are you excited to integrate AI-based technologies into your contact center? If yes, you should know about the next-gen CX Innovations. CX can help managers improve company strategy, obtain deeper insights into customers, and streamline customer support.
It has become a staple in the contact center toolkit and helps improve effectiveness and customer journeys. It also fosters agent empowerment and engagement.
What’s surprising is that according to one survey, 75% of respondents strongly agreed that contact center operations can be enhanced by GenAI. Furthermore, the most recent CX technology is accomplishing just that when paired with the capabilities of cloud computing. So, without wasting time, read what next-gen CX innovations in cloud contact center get your business.
Next-gen CX innovations for cloud contact centers:
Omnichannel evolution
As per one study, 40% of customers have communicated with support personnel over three or more channels. Engaging clients across the channels they choose to utilize is crucial, as contact centers have more channels than ever before. Additionally, you should be able to optimize existing channels and build new ones with ease when needed, all while sharing and linking information between them effortlessly.
This is made possible with ease using omnichannel cloud technology. For example, agent-facing solutions give reps access to customer data and history across channels. This happens while automatic call distribution (ACD) intelligently directs consumers and manages the workload.
Conversational AI and advanced chatbots
Conversational AI is capable of analyzing sentiment and intent in addition to understanding client inquiries. The technology can be used to automate repetitive and frequently boring chores using bots, virtual agents, and IVR systems. This can free up your agents to engage in more intricate and nuanced conversations.
Self-service and round-the-clock support are now necessary for any cloud call center to operate successfully. AI can now interpret dialogues, discern intent, and guide clients toward a solution or escalate issues to the best agent. You’d be surprised to know that 89% of businesses, according to Everest Group, plan to use self-service AI in 2024.
Tools for hyper-personalization and intelligent routing
Do you know that 74% of consumers said they were annoyed when agents read from a script? And 85% said they would like more conversational support. The most recent CX technology can facilitate speedier query resolution by routing inquiries to agents who can best assist.
Advanced client segmentation based on preferences, data, and history can also be performed by it, enabling real-time personalization. AI technology can enable agents to engage in genuine conversation by providing them with information to address consumers by name and additional details. This helps support more individualized encounters and inform the agent of the customer’s preferences.
Advanced analytics and new insights
While contact centers have long included basic data and analytical capabilities, AI elevates these features to a new level. Previous tools provided information to businesses about what was going on in their contact centers. But, the most recent AI-powered solutions, through both internal and external applications, generate actionable insights on patterns and future developments.
In addition to providing supervisors with insightful information, AI can even detect errors in call instructions and scripts. By implementing these analytical tools, companies have experienced a 40% reduction in average handle time (AHT) and a 50% increase in service-to-sales call conversion rates.
Driving more value from automation
Automation is all about removing human intervention from repetitive and tedious chores. It frees up your agents to provide more value by completing complex work that actually improves customer happiness.
All of these result in better KPIs and more productivity. One recent approach to modernizing IVR systems is automatic speech recognition or ASR. Customers can be assisted with self-service alternatives and authentication.
The most recent CX technology is currently being implemented in ways that enable managers to automate workflows, which greatly minimizes work prior to, during, and following up on an engagement.
Workforce engagement and performance management
Contact center optimization includes workforce engagement as a crucial component. You are more likely to influence favourable results if your team is happier at work.
Contact center workers of today rely on a multitude of tools for their jobs; therefore, streamlining your tech stack by merging platforms (CCaaS and CRM) and using UCaaS capabilities for teamwork will increase output and efficiency.
Another strategy to promote ownership and engagement is to incorporate employee experience technologies, such as gamification systems.
Final thoughts
So, that’s all you need to know about cloud contact centers. If you need next-gen CX support for your cloud contact center, contact a reliable service provider.
