Despite speculation about the coming death of the voice channel, its future remains strong.
As Omdia research has consistently indicated, customer demand for the voice channel, although changing in nature, is still very significant, and it must coexist alongside the growing number of digital channels.
Multichannel customer-engagement operations are here to stay. However, are they enough? The next step in the evolution has already begun in the form of the omnichannel contact centre.
Download this whitepaper to understand how your brand can meet evolving customer demands with human-centric customer care informed by a 360 degree view of customers across all channels.
Download this whitepaper to learn more about:
- Why the voice channel will remain constant in contact centres of the future to offer support for more complex customer inquiries and for those requiring a personal, compassionate interaction.
- How the recent Covid-19 pandemic experience will provide a long-lasting boost to the implementation of cloud-based contact centres staffed by remote workers.
- Multichannel contact centres and the step toward meeting a new set of customer requirements for more choices, flexibility, digital channels, and the move to mobile support access.
- The digitization of customer-engagement solutions supported by AI capabilities capitalizes on the omnichannel scenario of customer engagement by splitting customer interactions into live agent conversations/support and self-help
channel deflection where appropriate. - The agent desktop solution of the future and why it must merge voice, digital channels, marketing-platform information, and CRM data in real time into one centralized agent console or hub.