Today’s new-age customers have ushered in the need for redefined technology enhancements for the contact center that are all about conversational interfaces and AI (artificial intelligence)-assisted services. On the operational level, traditional metrics continue to be driven by productivity, and finally, at the emotional needs level, there is a requirement to address the emotional quotient of both the customer and the agent.
Digital consumers want to use all available channels as they interact with the services of a brand. And they want to do so seamlessly, without losing context, as they move from one channel to another.
Given these complex requirements, it is critical that we address customer experience requirements on multiple fronts. Hence our approach cuts across the following components: