{"id":505470,"date":"2024-01-10T13:00:50","date_gmt":"2024-01-10T21:00:50","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/prepare-for-tomorrow-contact-centre-technology-decisions-to-make-today"},"modified":"2024-02-01T23:15:34","modified_gmt":"2024-02-02T07:15:34","slug":"prepare-for-tomorrow-contact-centre-technology-decisions-to-make-today","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/prepare-for-tomorrow-contact-centre-technology-decisions-to-make-today","title":{"rendered":"Prepare for Tomorrow: Contact Centre Technology Decisions to Make Today"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]Business and tech trends are dynamic. Some accelerate while others lose value as more innovative solutions emerge. To make the best contact centre technology purchasing decisions, it\u2019s important to keep up with where markets are going. Then apply that knowledge to use cases that serve your business goals.<\/p>\n<p>To make informed buying decisions, make certain your long-term needs are clear and logical \u2014 and they follow <a href=\"https:\/\/www.genesys.com\/webinars\/navigating-the-future-cx-and-ex-trends-of-2024?ost_tool=blog&#038;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">customer experience trends<\/a>. By tracking emerging trends in contact centre technology and how they can impact your business, you can focus on specific categories where you\u2019ll build your best use cases.<\/p>\n<p>Let\u2019s look at four of the \u201cbig\u201d contact centre trends in this age of artificial intelligence (AI) and the cloud.<\/p>\n<h3>The Cloud Connects All Experiences<\/h3>\n<p>Bringing together customer and employee touchpoints can reveal invaluable insights to improve all their experiences.<\/p>\n<p>This is the fundamental capability and power of a cloud platform. It enables you to maintain a single view of customers and their journeys \u2014 and to use those insights in meaningful ways. By connecting all interactions, you can build differentiated experiences.<\/p>\n<p>But not all cloud platforms support long-term contact centre technology trends or your unique \u2014 and evolving \u2014 plans for growth. Consider specific issues with resiliency, availability and the ability to innovate and grow.<\/p>\n<p>When you\u2019re exploring contact centre technology or making purchasing decisions, ask prospective vendors the following questions:<\/p>\n<ul>\n<li>Does your cloud platform handle a virtually unlimited number of users and events with bursting capabilities on the fly?<\/li>\n<li>In the event of a failure, can your platform recover on its own without service disruption or data loss?<\/li>\n<li>Do you have an integrated set of native cloud capabilities with the ability to orchestrate better user experiences in real time?<\/li>\n<li>Which independent certifications are part of your security and compliance stance? And for public sector organisations, what is your level of FedRAMP authorisation?<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;503568&#8243; css=&#8221;.vc_custom_1704908203933{margin-top: 1.0em !important;margin-right: 1.0em !important;}&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h4>2024 Contact Centre Buyer&#8217;s Guide<\/h4>\n<div class=\"resource-overview\">\n<p>Explore the capabilities you need to create the most value for customers and employees. And get key questions to ask when making technology buying decisions.<\/p>\n<\/div>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/contact-centre-buyers-guide?ost_tool=blog&ost_campaign=ft-blog\" target=\"_blank\" rel=\"\">Learn more<\/a><\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3>Digital Goes Beyond Customer Self-service<\/h3>\n<p>Many businesses start their digital journeys with self-service capabilities. Today, consumers use an <a href=\"https:\/\/www.hubtype.com\/blog\/omnichannel-customer-support\" target=\"_blank\" rel=\"noopener\">average of almost six touchpoints<\/a> with nearly\u00a050%\u00a0regularly using more than four. Your digital customer experience strategy needs to be connected and cohesive to give customers a consistent experience \u2014 and that consistency includes voice.<\/p>\n<p>These connections enable you to transform experiences with personalisation and then optimise those experiences based on contextual understanding of who\u2019s engaging with you \u2014 and why.<\/p>\n<p>An all-in-one suite of digital capabilities \u2014 enhanced with bots and predictive artificial intelligence (AI) \u2014 simplifies the way your agents engage with customers and each other, on any digital channel. The cloud eliminates the silos between channels for streamlined customer journey. No matter which channel is used during the journey, customers and agents have a centralised and consistent experience.<\/p>\n<p>When all your channels, tools and the insights are captured and connected in one place, you can support and manage the entire contact centre as you optimise experiences.<\/p>\n<p><em>Ask prospective vendors:<\/em><\/p>\n<ul>\n<li>Do you offer a single routing engine to handle the agent process flow and routing rules?<\/li>\n<li>When digital interactions need to be transferred to an agent, is all the context of the interaction saved and shared with the agent \u2014 and throughout the interaction?<\/li>\n<li>How do you determine whether a customer\u2019s emotional tone is positive, negative or neutral, and how does that tie into customer feedback?<\/li>\n<li>How do you measure agent performance and is real-time data available to their supervisors?<\/li>\n<\/ul>\n<h3><strong>Look for Built-In Use Cases That Simplify AI<\/strong><\/h3>\n<p>At its core, the value of AI is in the wide range of capabilities it enables that support innovation. This includes conversational AI services with generative AI for automation that also enables a human touch. Using this embedded power of data and automation, businesses can create new products and services, streamline operations, and enhance the experiences of customers and employees.<\/p>\n<p>As you explore AI capabilities, predictive AI can equip your businesses with deeper customer insights for personalisation and accurate forecasts to improve workforce planning. And because implementation and maintenance are simplified with embedded capabilities, AI reduces overall costs and complexity.<\/p>\n<p>Out-of-the-box use cases mean you\u2019ll realise AI value faster by personalising services and automating tedious tasks, especially for call centre agents.<\/p>\n<p><em>Ask prospective vendors:<\/em><\/p>\n<ul>\n<li>How do you apply AI and use it in your processes, such as predictive engagement?<\/li>\n<li>Are there built-in AI-based routing capabilities focused on optimising business outcomes?<\/li>\n<li>Do you give agents information on caller intent and support the agent throughout their customer conversations?<\/li>\n<li>As you introduce new AI elements, are they tested to conform to rigorous data, privacy and security protocols?<\/li>\n<li>Which omnichannel AI technologies do you support?<\/li>\n<\/ul>\n<h3>Customer Data Must Be Protected and Available<\/h3>\n<p>Establishing trust is vital. You and your customers should feel confident that the AI systems you use will protect their data and privacy, while operating reliably, accurately and ethically. Designing for transparency and trust aligns with customer perceptions of your brand. When they see the benefits of sharing their data in the form of more personalised experiences, it builds trust and loyalty.<\/p>\n<p>The <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/the-state-of-customer-experience?ost_tool=blog&#038;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">Genesys State of Customer Experience report<\/a> found that 81% of consumers say they\u2019d purchase additional items from companies that consistently personalised their experience. This also makes it less likely they\u2019ll change to brands that don\u2019t use their data to personalise experiences.<\/p>\n<p>There are many ways to build trust through transparency, such as how you use AI algorithms, granting access to data sources and training models. Being up front about processes and accountability solves problems before they arise. And it equips teams to understand the impact on operations.<\/p>\n<p>Ethical AI practices, robust data governance and comprehensive frameworks encourage acceptance of AI technologies.<\/p>\n<p><em>Ask prospective vendors:<\/em><\/p>\n<ul>\n<li>In what ways does your solution comply with enterprise-grade security standards?<\/li>\n<li>To what extent is customer data, including sensitive data, encrypted while at rest and in transit?<\/li>\n<li>Is the architecture designed with inherent data centre redundancy?<\/li>\n<li>Is your AI built into a secure foundation at the point of ideation or added on?<\/li>\n<\/ul>\n<h2>Ask the Right Questions About the Right Customer Experience Trends<\/h2>\n<p>Digging into the specific capabilities \u2014 and promises \u2014 that vendors offer helps ensure that the customer experience you deliver today uses the best contact centre technology. That innovation should continue as the foundation of differentiating your services for many years to come.<\/p>\n<p>For more relevant questions to ask vendors about how their technology will support your long-term plans, read our <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/contact-centre-buyers-guide?ost_tool=blog&#038;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">2024 contact centre buyer&#8217;s guide<\/a>.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]Business and tech trends are dynamic. Some accelerate while others lose value as more innovative solutions emerge. To make the best contact centre technology purchasing decisions, it\u2019s important to keep up with where markets are going. Then apply that knowledge to use cases that serve your business goals. To make informed buying decisions, make [&hellip;]<\/p>\n","protected":false},"author":272,"featured_media":503598,"template":"","tax_priority":[54],"tax_blogtype":[17756],"tax_blogcategory":[15928,13117,13214],"tax_contenttheme":[14904],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[17079,17104,17125],"class_list":["post-505470","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_blogcategory-cloud-en-sg","tax_blogcategory-digital-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_segment-smb-en-sg","tax_content_type-blog-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/505470","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/272"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/505470\/revisions"}],"predecessor-version":[{"id":505475,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/505470\/revisions\/505475"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/503598"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=505470"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=505470"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=505470"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=505470"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=505470"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=505470"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=505470"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=505470"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=505470"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=505470"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=505470"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=505470"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=505470"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}