The Future of Contact Centre

  • Working Remotely - High Percentage of agents now working remotely
    • Softphones
    • Citrix
    • Routing to Agents Mobile (where internet access is poor and does not allow good quality Voice over IP - VoIP.
  • AI
    • Chat - Chatbots (Chat Deflection)
    • IVR - Innovative AI-Powered Self-Service (Google Dialog Flow) (Call Deflection)
    • Agent Desktop - Call Transcripts / Lookups
  • Chat Enhancements
    • Chat Bots (AI)
    • No longer just Web Chat but:
    • Customers can use multiple messaging apps to connect to the contact centre
      • Whatsapp
      • Facebook Messenger
      • SMS
      • Direct Message Twitter
      • etc.
  • Contact Centre - Move to the Cloud - Benefit from complex cloud integrations, ability to scale up / down quickly, remote agent capability built in.