{"id":1053,"date":"2019-10-28T18:50:24","date_gmt":"2019-10-28T18:50:24","guid":{"rendered":"http:\/\/www.hitsteps.com\/blog\/?p=1053"},"modified":"2019-10-28T18:50:34","modified_gmt":"2019-10-28T18:50:34","slug":"the-omnichannel-contact-center-of-the-future-is-your-organization-ready","status":"publish","type":"post","link":"http:\/\/www.hitsteps.com\/blog\/the-omnichannel-contact-center-of-the-future-is-your-organization-ready\/","title":{"rendered":"The Omnichannel Contact Center of the Future \u2014 Is Your Organization Ready?"},"content":{"rendered":"\n

For large and enterprise businesses, the\nability to see into the future of technology is critical for continued success,\nespecially when it comes to customer satisfaction (CSat). Contact centers have\ngone through a major transformation in the past 10 years, and emerging\ntechnologies such as the Internet of Things (IoT), Artificial Intelligence (AI)\nand Robotic Process Automation (RPA) will soon be commonplace and part of\ncustomer service expectations. The call\ncenter software<\/a> you implement and the\ncustomer data you collect and store will help improve the omnichannel\nexperience and keep you ahead of the curve.<\/p>\n\n\n\n

What Is Omnichannel Call\nCenter Software and Why Should Your Company Use It?<\/h3>\n\n\n\n

Omnichannel call center software integrates\ninbound voice, outbound voice, seamless omnichannel interactions and\nself-service solutions for a robust contact center system that delivers\nconsistent, cohesive customer service across multiple channels. It enables\nreal-time data sharing between channels, databases and agents.<\/p>\n\n\n\n

In the traditional multichannel call center,\ninformation was kept in data silos, frustrating customers who had to keep\nrepeating themselves as they were transferred between agents or changed\ncommunication channels. An omnichannel solution provides cross-channel\nintegration, creating a more consistent brand experience and greater CSat.<\/p>\n\n\n\n

Customer satisfaction is of critical concern\nfor enterprise organizations. Studies have shown that for users who engage with\ntwo or more channels for a single inquiry, CSat is 39 percent\ngreater<\/a> (67 percent) with a seamless\nomnichannel experience than with a non-seamless multichannel experience (28\npercent). A positive experience enhances their perception of the business and\nbuilds customer loyalty.<\/p>\n\n\n\n

What Will the Omnichannel\nExperience Look Like in 2020?<\/h3>\n\n\n\n

According to a government report on emerging\ntechnologies in contact centers, less than\none-third of customers<\/a> use the phone to contact a\ncall center. It is predicted that by 2022, cloud-based technologies such as\nchatbots, mobile messaging and machine learning will power up to 70 percent of\ncustomer interactions, and that AI will be handling 20 percent of customer\nservice interactions.<\/p>\n\n\n\n

This rapid adoption of emerging technologies\nby contact centers is driven by the expectations of savvy customers who are\naccustomed to short, productive communications with smartphone and home AI\nsystems like Siri and Alexa. They will expect seamless integration between\nvoice, text, live chat and other channels with lightning-fast interactions and\nissue resolution. The modular design of today\u2019s omnichannel call center\nsoftware lets companies add what they need when they need it, and it adapts\nwell to a rapidly changing communications environment.<\/p>\n\n\n\n

What Data Should\nBusinesses Be Collecting and Storing to Improve the User Experience?<\/h3>\n\n\n\n

With call center software, various data can\nbe collected from customer interactions through different sources. This data\ncan be correlated, analyzed and used to enhance the customer omnichannel\nexperience, identify consumer trends and provide insight for future product and\nservice development. This goldmine of information is used by sales, marketing\nand customer service teams to improve business operations and boost ROI.<\/p>\n\n\n\n

Businesses should be capturing:<\/p>\n\n\n\n