In a traditional contact center, however, gathering that data is hugely labor-intensive, requiring manual call monitoring and piecemeal analysis. Up-to-the-minute business intelligenceĪny savvy business leader would agree that more data breeds better business decisions. In an omnichannel contact center, customers and agents can shift between channels without a loss of context or an awkward handoff in the middle of the conversation, which leads to a much more seamless customer experience. Next-gen contact centers are built for these kinds of multi-platform interactions. Omnichannel communicationĮarlier we touched on how modern customers communicate, using different channels as it suits their needs and situation. Agents are supported by cutting-edge technology like artificial intelligence, natural language processing, and smart call routing, all of which help them do their jobs more efficiently and provide a more personalized experience to the customer. In a next-generation call center, all the pieces of technology work together through a single agent dashboard. Technology-drivenĬustomer support agents in traditional contact center settings waste a lot of their time trying to make various pieces of technology work together-searching for customer information in one database, then plugging it into another application, for example. Updates can be done quickly, remotely, and with little to no downtime. Next-gen contact centers are software-based, meaning it takes little more than the installation of an app to get agents up and running. Setting them up comes with a major capital investment, as does upgrading them. Traditional contact centers are architected from a web of phone systems, web servers, routing technologies, and hardware. Here are a few of the key differences that set next-generation contact centers apart from their more-traditional counterparts. Major changes from traditional to next-gen contact centers Holding on to the old way of doing things, however, can mean leaving a lot of other advantages on the table. Traditional systems run on costly hardware that was acquired by massive up-front capital investments, so it’s no surprise organizations are hesitant to leave them behind. That means traditional call centers become more and more outdated with each passing year.Īnd yet, many companies resist adopting a more modern approach. While traditional contact centers served their purpose for many years, the rise of digital activity has caused a surge in demand for digital support platforms to match. Adding or modifying channels requires heavy investments in infrastructure as well as highly specialized personnel. Adding additional functionality requires the use of external hardware or software.īecause of traditional call centers’ legacy architecture, different communication channels must run on different platforms, with no simple way to aggregate conversations or recognize the same customer from one channel to the next. They use a desktop computer with a slew of different programs and have access to a basic range of phone functions, like call transferring and voicemail. Those agents are typically based at desks and tethered to headsets in an onsite call center. In a traditional setup, a set of analog phone lines connects to a phone system that distributes calls amongst customer service agents. Traditional contact centersįirst things first: what is a traditional contact center? Here, we’ll explore how upgrading from a traditional call center to a next-generation contact center can take you from a world of siloed data, clunky interactions, and outdated infrastructure to one of seamless conversations, intuitive workflows, and digital-first strategies. With their phone-based infrastructure and fragmented technology, traditional contact centers leave much to be desired for the modern customer. For contact centers, however, the progression hasn’t been so effortless. We rely on a number of devices and channels to get in touch with one another and do so very comfortably. Now, most of our communication habits have evolved. LiveVox is the next-generation contact center platform.Major changes from traditional to next-gen contact centers.
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