The contact center provides an integrated interface for all supported communication channels between the enterprise—represented by human and/or software agents (bots)—and its customers.
Today, a typical omnichannel contact center supports communication via some combination of voice, video, and text input, which may originate from mobile or stationary devices, and include email and chat conversations. Advanced contact centers may go beyond responding to explicit input through these channels to scan social media for references to the enterprise.
An intelligent contact center (ICC) uses modern artificial intelligence technologies to provide more personalized or natural communication with customers through an improved human-computer interface (HCI) and/or continuously improving internal processes— such as resource identification and routing—based on success metrics from historical data rather than by reprogramming. For more, view our coverage page on the intelligent contact center.
As customers experience faster and more personalized interactions with consumer products, they lose patience with more rigid and demanding interactions required by traditional contact centers. AI acts as a key enabler for faster outcomes in an era of customer journeys.
The evolution of the contact center starts with the shift toward people-centric collaboration and the increasing emphasis on streamlined customer journeys. For an overview of the key trends transforming the contact center market, download this complimentary eBook.