The contact center is the main point of interaction between customers and businesses. However, customers often complain about long waits, confusing automated systems and having to repeat information. Agents may lack the knowledge or authority to resolve problems. Interactions aren’t personalized, making customers feel like just another number.
These issues may be related to company culture, policies or operational processes, but outdated technology is often to blame. Many organizations hobble along with legacy contact center platforms that don’t meet their needs, much less deliver competitive advantages.
That’s why smart organizations are prioritizing contact center modernization. Various surveys have found that a majority of organizations are actively investigating new contact center technologies. Many are looking to leverage AI, automation and cloud-based platforms to improve efficiency and the customer experience.
As they plan their contact center investments, organizations should focus on their customers’ specific needs as well as their operational processes and business model. The right solution will relieve common pain points today while providing a platform for growth and success.
The Problems with Legacy Contact Centers
Legacy contact center platforms were designed for an era when most customers called in by phone, agents worked onsite, and managers were concerned with minimizing costs. These platforms struggle to support digital channels such as chat, messaging and email. They don’t integrate easily with other business applications. Automation is limited to a traditional menu tree or interactive voice response (IVR).
Wait times are often lengthy, and calls are routed to the next available agent rather than the agent who can best address the customer’s problem. Information about the customer is stored in a separate CRM system and isn’t transferred along with the call. Inquiries initiated via chat cannot be easily escalated to a phone call if needed.
Premises-based contact center systems are difficult to extend to agents who work remotely. Legacy systems are also costly to maintain and difficult to scale. Agents must switch between systems and screens to handle customer inquiries, leading to frustration, inconsistencies and longer call times.
How Modern Contact Centers Address These Issues
Modern contact center solutions integrate multiple communications channels into one seamless platform. Omnichannel platforms allow customers to use their preferred devices and channels and agents to handle inquiries more efficiently. The result is greater revenue growth and customer retention.
Cloud-based platforms give agents the flexibility to work from anywhere and allow organizations to tap a broader workforce. The contact center system can be integrated with other applications, giving agents the tools they need for effective, knowledgeable service. When agents have greater flexibility and the right tools, they tend to be happier and more motivated, leading to more positive interactions with customers.
Modern systems are easier to maintain and can be scaled up or down to meet changing demands. Organizations can add new tools and features as they become available and as business needs warrant.
Intelligent Automation Boosts Customer Satisfaction
AI-powered automation is a key feature of modern contact center platforms. Legacy IVR systems are being superseded by intelligent call distribution systems. Natural language processing (NLP) enables these systems to interact with customers and understand the intent of their inquiries. Calls can then be routed automatically to the most appropriate agents.
NLP also powers the latest chatbots, which can handle many routine inquiries and route customers to the appropriate live agents if needed. Analytics tools help managers make data-driven decisions by identifying inquiry patterns and customer trends. More importantly, AI-powered analytics can help create a more personalized customer experience.
Choosing the right contact center platforms starts with an assessment of your current needs and pain points and anticipated growth. It also requires an analysis of your staffing levels, workflows and more. The Verteks team includes contact center specialists who have helped organizations of all sizes in every industry take advantage of the latest solutions. Let us help you modernize your contact center to increase efficiency and maximize customer satisfaction.
