Customer experience is driving the contact center sector — but technology is enabling it.
Take a look on 5 key technologies shaping the trends, from the customer service experts at Genesys:
1. Continue where you left off
Today, you need to be where customers want to communicate: on the device they want, when they want to communicate.
90% of people are communicating from multiple devices (channels) to achieve their interaction goal (Google research)
2. The contact center is moving skyward...
Contact center seats using cloud services grew by 23% in 2017
3. ...and your new customer service agent isn’t human
Some day, customers will prefer an Artificial Intelligence to a human agent… and that day is closer than you think
4. Customers want self-serve, not soft-serve
90% of consumers expect organizations to offer a self-service support portal
5. Know today what they’ll want tomorrow
Two-thirds of contact center IT managers expect to make investments in analytics this year
Five trends. Five opportunities. How many are you using?
Welcome to the Genesys Contact Center omni-channel platform demonstration
Contact Center solution - all in one platform:
Meeting with coffee and solution presentation. We invite contact center, customer service, IT and business development specialists. Information and applying for demo here.