Automation and the Customer Experience

Enterprises today are guided by three fundamental priorities when it comes to improving their customer experience (CX): automate the contact center (CC), incorporate artificial intelligence (AI) into processes and extend those processes beyond the center into other parts of the business. These imperatives are being pressed onto contact center leadership, who must work with IT to scope out and deploy complex systems with as little disruption as possible. The inherent bias among CC leaders is to look to existing CC technology suppliers to expand their automation footprint because they have already automated many existing agent and self-service behaviors, but there is a flaw in that reasoning. CCaaS providers are not always well-aligned with either the technology or the business processes needed to make meaningful improvements in operations. While they are experts in routing and in agent management, they may not have the expertise or technology for building and testing automations across teams. Instead, enterprises should consider software providers with a wider field of view, especially those that are specialists in building automations. 

The Impact of AI