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Predictions for 2017 – What lies ahead for the contact centre - Enghouse Interactive - ContactCenterWorld.com Blog

Predictions for 2017 – What lies ahead for the contact centre

With 2017 just around the corner what lies ahead for the contact centre? In this blog we would like to share some of our predictions for 2017.

We will see an ongoing march towards self-service – Back in 2011, analyst Gartner predicted that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. We have no reason to disbelief this projection. It’s clearly the direction of travel.  Yet, we would estimate that currently about 85% of customer interactions are still run through the contact centre or through traditional communications means. There is a profound shift in approach taking place, which we foresee gathering pace throughout 2017 and is likely to continue accelerating over the next decade or so.

Real Time Speech Analytics will come of age – Today, speech analytics is perhaps most closely associated with voice recognition and its use in verifying ID within the financial services sector. Yet, it’s worth remembering that speech recognition is an enabler for more complex speech analytics solutions across all business sector. Over the next year, we expect to see real time speech analytics, in particular, increasingly used for applications such as the self- training of agents; ensuring compliance through close monitoring of scripted calls and measuring the emotional content of calls to drive customer satisfaction.


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Artificial Intelligence (AI) will be more important – Robotic technology is already driving many contact centre applications from auto agents to text-reading machines and that capability is increasingly freeing human agents to concentrate on complex interactions with high-value customers. AI will be playing an even more important role by the end of 2017. It’s being fuelled by twin drivers: the vast processing power most organisations have at their disposal today; and the corresponding data management and analytics capability the average consumer now has in their pocket in the shape of their smartphone and other mobile gadgets.

Social to become an ever-more powerful driver of customer engagement – With estimates indicating that more than two-thirds of internet users have active social media accounts, no customer-facing business can afford to ignore social. Traditionally businesses have focused on interaction through popular channels like Facebook and Twitter. Through 2017, however, we increasingly expect to see savvy organisations leveraging social forums and empowering customers to support and help other customers. These businesses are tapping into a huge knowledge base, effectively a free resource, capable of providing faster, more accurate support and advice to end-users than anything the business could deliver alone.

Source: http://blog.enghouseinteractive.com/predictions-for-2017-what-lies-ahead-for-the-contact-centre/

Publish Date: December 20, 2016

 1

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eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

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Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

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IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



View more from Enghouse Interactive

Recent Blog Posts:
Predictions for 2017 – What lies ahead for the contact centreDecember 20, 2016
How do I predict my customers’ behaviour?October 10, 2016
Mistakes to avoid when implementing self-service & automationAugust 22, 2016
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CCaaS is The Smart Way to Solve Customer-Facing BPO ChallengesAugust 2, 2016
Unified Communications and the Contact Center – Better TogetherAugust 2, 2016
Split Decision? – Fierce Debate Rages in Contact Centres across the Land as Poll Decision NearsJune 20, 2016
Improving Contact Center Success with Unified CommunicationsJune 14, 2016
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