Customers are relying more on digital channels to make purchases, research products and get advice. So, it’s not surprising that by 2025, more than half of all customer interactions will…
A continuing debate at many companies is whether to move fully or partially to the cloud contact center. And for those already there, they’re always evaluating new ways they can benefit from the cloud.
About 48% of contact centers are using cloud platforms, whether multi-tenant CCaaS or single-server hosted and managed. And nearly half of those using cloud contact center say the implementation was better than expected. At the same time, 22% of those who have moved to the cloud say they prefer on-premises—and 7% of those changing architectures by 2022 are moving back to on premises.
With the increasing focus on customer interactions, CX leaders want to leverage architecture decisions to provide the best return on investment. This webinar will help guide companies on their CX architecture decisions, addressing the following:
– If you’re platform is on-premises, is it time to move to the cloud?
– How can you leverage the cloud without moving the entire platform?
– How does CPaaS fit into the CX architecture decision?
– What real-world benefits are organizations seeing in the cloud—and on-premises?
With countless ways to use Artificial Intelligence (AI) and analytics to improve your Customer Experience (CX), it’s difficult to determine how to prioritize your technology investments. The use and planned use of AI for CX initiatives has grown by 61% in the past two years. Coupled with analytics, they have become competitive differentiators.
CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without having to wait for a live agent; and offload agent interaction volume.
Ultimately, they want to improve the customer experience, achieve higher CSAT, and drive more revenue to the company.
But companies often have challenges establishing a successful self-service strategy. We have conducted research on what makes a self-service success, and will address these issues:
*Why don’t more customers use our self-service knowledge base?
*How can AI virtual assistants improve adoption?
*What are the concerns with using AI in self-service, and how can we hedge against them?
*What should I expect my self-service transaction volume to be?
*What are the benefits of using self-service?
Though originally considered a temporary situation, companies are embracing the Work-From-Home (WFH) contact center. Now that the dust has settled with setting up remote agents, CX leaders are leveraging the benefits and tossing aside the disadvantages.