Contact Centres Integral To Customer Service


Contact centres now play a central role in facilitating an effective and differentiated customer experience, says Michael DeSalles, principal analyst at Frost & Sullivan. "Their ability to connect the stalwart and evolving digital technologies in retail through the contact centre provides brands with the stability and agility needed to meet the demands of today's consumers.” As digital experiences become increasingly personalized, retailers need to have a holistic view of the customer to ensure optimal, targeted customer interactions. In addition to enhancing customer experience (CX), they also need to fully optimize digital technologies to manage supply chains and improve operational efficiency. To resolve these challenges, leading retailers implement contact centre-as-a-service (CCaaS). With CCaaS, they can connect customers and employees across voice and digital channels to increase the effectiveness of marketing, sales, and service. The benefits of employing AI (artificial intelligence) technologies in the contact centre include cloud flexibility, data utilization, extension of functionalities, and predictive engagement. Additionally, CCaaS develops scalability and global reach to ensure consistent service across regions and to support seasonal shifts in demand.