Transformation of the Digital Contact Centre Innovation Roadmap

Digital Contact Centre Innovation Roadmap Themes

Seamless Connected Customer Journey

• Deliver an effortless customer experience
• Efficient and seamless authentication user experiences

Secured Authenticated Communication

• Secure digital modes of communication— driven by transparent and low friction authentication

Smart Efficiency

• Deflect lower value transaction inquiries while delivering an exceptional customer experience
• Advanced workforce management and smart task assignment— optimizing priorities and efficiency

Agent Experience, Smart Sales and Advice Tools

• Increasing high-value sales and advice conversations
• Collaboration anywhere and at any time

Artificial Intelligence, Context, and Predictive Analytics

• Adapt to the increase volume digital brings—  because of increased customer engagement
• Personalized and proactive customer experience through context and predictive analytics
• The right advice at the right time— delivered with efficiency and the best customer experience