Insights / Digital Customer Experience

Customer experience-centric contact centers- an evolution in digital age

Leveraging digital-first model and Artificial Intelligence technology to deliver a superior customer experience

In today’s fast-paced and competitive world, just having satisfied customers isn’t good enough. There is a dire need for businesses to innovate digitally to enhance customer service. But Customer Experience (CX) is beyond good service. CX is your customers holistic perception of the experience that they get from every touchpoint of your business or brand.

Having said this, most enterprises still rely on traditional models that are reactive, slow, complex, and disconnected. Due to this, they hold low Net Promoter Scores (NPS). And their inability to keep pace with the technological advancements in the contact centers is a primary reason for this.

Most businesses have been struggling with high call volumes and costs. As the number of calls rises, it becomes difficult for agents to handle customer queries quickly. Due to the long wait-time and the unavailability of agents, businesses tussle to provide a seamless and more intuitive customer experience. So diverse and vast are the communication systems and channels of today’s multifaceted contact center—that being ‘Connected’ demands a modernized and transformed customer engagement ecosystem.

A digitalized contact center can help you improve the Net Promoter Score (NPS), reduce call volumes, and save OpEx.

The good news is that realistic solutions exist to overcome this problem. Use enablers and tools like ‘360-degree view’ and ‘AI engine’ to help the agents with a holistic view of systems, provide quick diagnostics and intelligent recommendations. An ‘AI-based conversational engine’ helps customers with an intuitive self-service experience.

A digitalized contact center can help you improve the Net Promoter Score (NPS), reduce call volume, and save OPEX. It empowers your customers to make quick decisions using the multiple self-service options available at their disposal, hence diminishing their need for an agent. It marks the future of the digital-first age.

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