Transformation of the Digital Contact Centre Innovation Roadmap
- 17 January 2017
- 16.69 MB
- Version: 1.0
- Author: Kevin Grant
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