Contact Center Trends for 2018

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All technological change occurs at an exponential rate nowadays, and plays a more considerable part in the capacity that every Contact Center can reach in order to improve client experience and reduce costs.

Improved technologies provide competitive advantages and is crucial to evaluate its impact when adapted to companies.

In order for a company to keep being relevant on the actual market, they must start thinking on the actual client experience, independently on the product.

Which ones are the principal technology trends for Contact Center for 2018?


1. Omnichannel

Omni-channel customer experience is a “task routing” concept, which manages a variety of media channels like Voice, Webchat, Email, Social Networks, Video Call, Messages; as one task and directs them through a unified queue to the relevant customer service representative.

It's not about offering a contact center solution with a wide variety of channels, 70% of clients prefer to communicate through text based channels rather than audio ones, reason why Voice channels are slowly disappearing.

Actual contact centers being truly omni-channel enabled, present applications that can identify, route, and switch interactions between agents and channels, while keeping all relevant data intact.


2. Social Networks

It is a reality, your clients are talking freely about your company through social media and how every company manages this has become an important task.

Social Networks keep being the first choice for clients under 35 has a support channel, and older ages are getting encouraged to use them daily.


3. Chatbots

A revolutionary icon for many companies, after a constant changing 2017, Chatbots became part of the cultural narrative and its growth doesn't seem to stop.

With its appropriate use, companies can guarantee 24/7 operations, with minimal human errors and lower costs.

It allows to reduce everyday queries and take self-management to another level.


4. Cloud

The reality of an integral, flexible and totally adaptable contact center comes from the cloud, and during 2018 it’s considered a “must have” for companies with growth ambitions.

Unlike implementing an on premise service, which requires installation of hardware, software and telephony, cloud solution is faster and easy to integrate, not to mention that agents can be distributed around the globe and access at any moment.


5. WebRTC

WebRTC is a communications standard that enables such real-time communications (RTC) to be offered directly on the web without the need for plug-ins, downloads, installations, or third-party software as the web browser is the application itself.

Moreover, brings a wealth of advantages to contact centers including increased ease-of-use, rapid connectivity, and cost efficiency since it functions from a single platform.


6. Live Assistance

Features such as video conferencing, real time coaching, call transferring and whispering are crucial for agents to handle the customer calls in an efficient manner.

Being at that exact time when our agents need support is crucial for a good team and efficient service.


7. Processing Natural Language

In this age, people interacting with intelligent personal assistants like Siri or Google Assistant, is no news.

Voice as an interface reached a point where the majority of this interactions can be made automatically with an excellent quality for the user, reducing costs for both sides by letting the client solve their own problems without speaking to an agent.

Through a natural language, technology processes information, understand clients intentions and provides the adequate response.

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Posted by Joaquin Moreira

Joaquin Moreira
Co-Founder at Integra CCS