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Trends in Contact Center Management Solutions
One of the trends in contact center management in recent years is the ability to offer integrated experiences regardless of communication preferences, through omnichannel. This means a true 360-degree view of the customer, as well as greater operational efficiency.
Another of the most important trends is the automation of routine tasks using Artificial Intelligence, which results in an improvement in the time and quality of service, also allowing operators or agents to focus on tasks that really bring greater value to the business.
Telefónica Tech has developed the best practices to implement Contact Center projects with these characteristics. This ability has recently been recognized by Genesys, the market leader in this type of solutions according to Gartner's magic quadrant, by awarding us the 'Partner of the year 2022' award both in Spain and in the EMEA region. Genesys Cloud, is one of the main options in the Contact Center product portfolio that we have in Telefónica Tech to respond to organizations seeking to improve the relationship with their customers.
Evolution of Contact Centers
Remaining the partner of reference for our customers requires us to continuously improve our Contact Center proposal, with the priority objective of meeting their needs in the best possible way. Knowing "the ground we are treading on" is therefore an essential activity, and analyzing the environment through different studies is one of the best ways to achieve this.
As part of this observation process, we have carried out, together with IDC and Genesys itself, a study that analyzes how Contact Centers are evolving through a survey of a considerable sample of companies from different segments, the result of which has allowed us to reach a series of conclusions.
In the medium-sized company segment, we have identified that:
- Only 25% of respondents have a Contact Center solution.
- Most of these companies use solutions deployed in their own infrastructure.
- It is key to focus on the development of a collaborative model to facilitate digital transformation.
In addition to Genesys Cloud, Telefónica Tech has a wide range of omnichannel Contact Center products, hosted in the cloud and offered as a service (SaaS), flexible and adaptable to any requirement, key factors to make them affordable to the economy of any company, regardless of its size.
Our team of professionals has extensive experience in defining the best approach, covering both essential functional aspects - the leap from voice to digital channels, for example - and economic aspects, maximizing cost efficiency, a particularly sensitive issue in the case of SMEs.
For large companies, simplification and automation stand out as the basic requirements that a contact center proposal should include:
- Omnichanneling, guaranteeing a homogeneous and consistent customer experience, regardless of the communication channel used, is presented as one of the main shortcomings.
- Both those responsible for Contact Center services and their agents agree that there is a need for improvement in terms of simplification, integration, and automation.
- Insufficient training of agents leads to shortcomings in customer service, generating frustration among customers.
Towards an increasingly smart customer journey
Our study also identified that 40% of organizations are considering moving their contact center assets to the Cloud, with the intention of taking advantage of both the benefits of these architectures and the flexibility and benefits offered by SaaS models. Telefónica Tech has the knowledge and technological capabilities to make the migration to cloud-hosted solutions seamless.
Based on all these results, we can conclude that an increasingly "smart" customer journey is the formula for success to achieve greater customer satisfaction: prioritizing the use of omnichannel solutions, unifying data by aggregating information in a single repository, applying the possibilities offered by Artificial Intelligence, will facilitate an agile and personalized interaction, generating empathy and trust in the brand, which will improve customer loyalty.
