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The four big waves of Contact Center technology
- 1. 1 www.servion.com | © Servion Global Solutions The four big waves of Contact Center technology
- 2. 2 Contact Centers (CC) are still one of the most critical touchpoints for businesses
- 3. 3 Customers expect high quality service, language familiarity, and contextual approach for resolution across multiple channels
- 4. 4 But, their rate of adoption of new channels is far higher than enterprises
- 5. 5 So CCs should look to deliver seamless customer experience
- 6. 6 How CC technology is making waves
- 7. 7 First Wave Technology managed in-house by enterprise Enterprise owns facets of customer interaction, including deployment and staffing
- 8. 8 Second Wave Technology outsourced to specialist vendors and responsible for customer interaction, reporting, and staffing Enterprises managed design, MIS, and analytics of CC technology
- 9. 9 Third Wave CC technology specialists managed IVR and service ownership Specialists managed – Automatic Call Distributor, monitoring, reporting, and agent staffing due to inability to handle volumes
- 10. 10 Fourth Wave Technology managed in-house with infrastructure managed through a service model Enterprises control CC technology function; skilled vendors manage customer interaction and reporting
- 11. 11 Five factors driving CC technology insourcing High customer expectations Increased control on IT functions Need to integrate assets and resources Cost reduction Demand for scalable new technologies
- 12. 12 Top four challenges - moving from outsourced to insourced Building specialized IT skills Establishing a new organizational structure Tackling increased costs Operational risks faced during transition
- 13. 13 Making a splash with insourcing Minimizing agent handling time and reducing costs Creating unified customer experience Rapid deployment of multiple systems and specific applications Seamless integration with back-end systems Achieve specific business objectives
- 14. 14 Partnering with the right niche services provider Result: Rapid ROI and better CX A better level of service, and mitigate rising costs of outsourcing Niche capabilities to deliver omni-channel customer support A track record of understanding the nuances of the your domain
- 15. 15 Are you ready to ride the wave of customer experience? Are you ready to ride the wave of customer experience? Read the white paper Feedback: marketing@servion.com http://servion.com/FourBigWaves
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- 18. 18 Thank you! Serviont is a registered trademark worldwide. The mention of other product and service names might be trademarks of other companies. This document is current as of the initial date of publication and may be changed at any given point of time. Please do not print if not necessary. Please Recycle. Copyright Servion Global Solutions Follow Us www.servion.com