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.