Reimagine contact centers with the power of AI and Cloud

October 6, 2021

Contact centers are transforming their strategies, service delivery models and leveraging advanced technologies like artificial intelligence (AI) and cloud computing to expand their capabilities and provide better support to their agents and customers. After all, contact centers are the first point of contact where customers get their issues resolved. Business leaders are looking for advanced solutions that can bring agility and profitability by reducing operational costs and help simplify workflows for agents.

According to Statista, “The revenues from the call center AI market will is forecasted to reach 2.8 billion US dollars by 2024.” This forecast reflects the growing popularity of AI-based customer support solutions, including chatbots in the call center business.

AI-based cloud solutions provide a common platform in the contact centers to gather customer data. Data collected is analyzed to extract demographic, behavioral, and location-based customer information. By harnessing the power of the analyzed data call centers can align customers with the best available resource. For example, AI-based chatbots can be used to answer repetitive questions rather than an agent replying to them, allowing contact centers to minimize support costs and provide customers access to intuitive self-service options.

Benefits of AI and Cloud for contact centers

growthImproved agent performance

Using innovative AI-based solutions, contact centers can alleviate the pressures of their managers and supervisors to handle the mundane daily operational tasks like team reporting, creating files, annotations, keeping track of agents’ performance, and more. Agents can leverage AI and advanced analytics capabilities to drive engagement and deliver exceptional customer experiences.

automationWorkflow automation

Collecting information and looking into piles of data before providing the solution is very time-consuming. These days, customers do not like to listen to those long IVRs or stay on hold for a long time, hampering the customer experience. Using AI and cloud solutions, contact centers can eradicate workflow latency and easily connect with other business systems, obtain performance views, aggregate data and streamline cross-platform workflows. Also, these advanced solutions help extract real-time information that helps agents make reliable decisions and respond to customer queries faster.

qualitative researchMeeting the changing customer demands

As the world moves towards digitization, customer behavior and demands have also changed, forcing businesses to modify their strategies and focus on delivering customer-centric experiences. AI and cloud solutions provide the much-needed flexibility and agility in the contact center business. They empower contact centers to work in accordance with changing customer demands. Providing a perfect resolution in the first call itself is what all contact centers strive to achieve. AI-empowered contact centers offer remote visual support, enhancing the first call resolution and achieving improved customer satisfaction.

For example, during the COVID-19 pandemic, the demand for contact centers surged as most businesses were working online. Agents were striving to deliver continuous operational support to the customers while working remotely. However, data security was one of the major concerns that all call centers were struggling with, and advanced tools enabled agents to stay connected with their customers in such difficult times.

Contact centers nowadays are adopting AI and cloud-based software solutions to boost operational efficiency, enhance customer service, improve reporting features for management, and meet emerging demands for reinforced multichannel experiences. PureSoftware is one of the leading digital solution providers working extensively on empowering organizations to enhance their performance and operational efficiency. With our decade-long experience in providing robust and innovative AI and cloud computing solutions, we have helped myriads of businesses to stand out from the competition. To know more, get in touch with our team today.

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