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How trends and technological evolution affect Contact Centers

Posted by on in The @PresenceTech Blog
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Technology is building new roads that are not always easy to navigate for businesses to solve new challenges and respond to new needs. These requirements have an impact on our daily lives and it is very interesting to analyze the consequences on the customer and its primary axis: The Contact Center.
 How trends and technological evolution affect Contact Centers

Thus, Omni Channel application or unification and consistency of all channels; Cloud Computing that brings the advantages of a cloud solution such as payment for use; WebRTC, that have audio and video in real time using only a browser; Big Data which allows us to handle massive amounts of information to draw conclusions and improve operations; Mobility, Voice Biometrics or the Internet of Things trends undoubtedly affect and improve contact center industry.

The Internet of things: connect "everything to everything". You will get exponentially increase the volume of interactions in the contact center, as they are going to be things that everyday objects through its sensors integrated Internet connection connected anytime, anywhere.

Omni channel: Since now the boundaries between communication channels are diluted and does not matter if the contact is through a phone call, through an e-mail or through the web, the experience offered to the client must be the same, unified and consolidated. So the omni channel is a requirement that is being consolidated in 2014 and will continue in the coming years. Companies that do not adopt this trend to improve customer care or to attract new clients through any channel, have lost the batlle, as this is what makes the difference.
Cloud computing has to be synonymous to "less risk" and "pay only for what you use" not only favorable option for implementation or funding, which obviously is. Analysts at Frost & Sullivan, forecast that the global deployment of remote contact center will grow five times faster than local deployments.

WebRTC, which eliminates the need to have a phone, which favors the deployment of agent positions in record time, improve business operations and promotes teleworking, avoid handling errors, simplifies the work of the agent and reduces cost of IT maintenance and support.

"Big Data (or Marketing Data)" facilitates the management of the growing information in order to make decisions in a specific moment. The contact center is an extraordinary application scenario of big data, as it represents the meeting point and crystallization of human relationships and reactions to technology.

Mobility, which is set to be the final piece of communication of all for all. Companies must contemplate the short and medium term strategic positioning in the market and in fact, contact center managers are increasing their budget on mobile applications to provide the best ways to interact with customers.

But as important as technology are the innovation and customer preferences evolution. This is the power that sets the adaptation of technology in the contact center. Latter will be useless if we are not familiar with the requirements and habits of each generation of users and we fail to facilitate the way customers want to connect with us. If we fail to do it as clients expect, they will go elsewhere, probably, one of our competitors, and that's something we cannot afford.

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Antonio Gracia, Product Evangelist, Presence Technology twitter.com/antoniojgracia