The Future of Contact Centre

Contact Centre Trends

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.