Digital Themes

Next-gen contact center

What is the Next-gen contact center?

Contact centers are intent-driven cloud-ready central points for managing all the customers of an organization. They enable Customer Service Providers (CSPs) to provide insightful and contextual customer experience. They move away from delivering static customer data to building real-time insights based on the data enabling the contact center agent to be effective and efficient. While a call center interacts solely via phone interactions, a contact center interacts with its consumers through various ways, such as web chat, email and video, and the phone/voice option. 

Contact centers are seamless AI-driven solutions that offer hyper-personalized solutions to their consumers in real-time. With the help of Artificial intelligence, analytics, and automation technologies, next-generation contact centers take customer experience to the next level. They make the customer experience contextual and empower CSPs with intelligent tools to accelerate call resolution.

Businesses can now leverage social media to their benefit. More than ever, consumers spread the word about their experiences with a business via social media platforms. To achieve customer engagement, contact centers can mine the social media activities of their customers while respecting their privacy. This might prove to be a tightrope walk. Still, with the proper queries, active communication with their consumers, and with their valuable feedback, contact centers can offer hyper-personalized customer service in real-time.

Key features

Next-Generation Contact Center Solution enables CSPs to move away from data to insights-driven operations to improve customer and agent experience. Solution features include:

  • Saves time and money by allowing customers with two-way communication with chatbots
  • Hyper-personalized solutions for better customer experience
  • Better IVR systems with automated digital assistance

Business benefits

  • Higher NPS for contact center operations
  • Significant reduction in average call handling time
  • Improvement in cross-sell/up-sell opportunities
  • Reduced cost-to-serve
  • Lower agent training costs
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