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Article : The Future of Customer Service and Cloud-Based Contact Centres

Taking a look at Forrester’s highlighted trends in customer service for 2015

A recent report by global research and advisory firm, Forrester suggested that "In the age of the customer, executives don’t decide how customer-centric their companies are - customers do"[1]. The advancement of new digital technologies added to big data from customer loyalty and retention schemes has had a significant impact on customer expectations.

Amid this rapid change, the fundamentals of great customer service remain constant. Customers expect to feel valued, recognised and listened to. Smart organisations will need to continually evolve their service offering to address the needs of their customers, which in turn drives growth and brand loyalty.

Three of the trends highlighted by Forrester particularly stood out in the report:

Customers Will Embrace Emerging Channels to Reduce Friction

Customers want to engage with organisations easily and speedily when looking for issues to be resolved or questions answered. They want to interact at any point during their engagement journey and they expect the interactions to be simple and pain free. Forrester predicts that customers will use emerging channels such as Web Chat to engage with organisations. The survey stated, "Web self-service was the most widely used communication channel for customer service, surpassing use of the voice channel for the first time."

Intelecom’s own experience echoes these findings. Customers have found that Web Chat actively contributes to customer satisfaction by offering a swifter, highly personalised service that leads to higher rates of resolution. It also boosts agent productivity by saving time and, at up to half the price of a typical phone call, tangibly reduces costs for contact centre operators.

Contact Centre managers can match customer expectations and future-proof their operations by employing a Web Chat solution that meets the growing demand for Web Chat but is also secure, fully integrated and multi-channel.

Improved Agent Experiences Come Into the Spotlight

The ultimate goal for any customer service organisation is to deliver a personalised service experience for their customer, achieving customer loyalty and delivering incremental revenue back to the business through upsell and cross opportunities. However, organisations must provide these services at a cost that makes sense to the business and therein lays the challenge.

Operational efficiency should be a concern to all organisations, forward thinking customer service leaders measure productivity in relation to end-to-end customer service satisfaction which includes front and back office systems and processes.

Findings from Forrester showed that some customer service agents can typically use many disparate applications during their working day, each with potentially a different login and user interface. This disconnected approach leaves agents struggling with fatigue from the constant interruptions of switching from one application to another. There is also the challenge of training new customer service agents in these numerous applications and the wider costs to IT in supporting legacy systems. The result is a less productive and engaged workforce and the delivery of poor customer experience.

Forrester predicts that organisations will streamline operations, "Equipping agents with simpler and more modern, automated task-based user interfaces augmented with relevant information to increase their productivity."

Intelecom has seen this trend in action within its customers. More organisations are seeking contact centre solutions that streamline their environment without compromising the features and functionality that they use. They want seamless integration with other 3rd party business critical applications and an intuitive user interface, negating the need for extensive agent training. In summary, forward thinking contact centre managers are empowering agents with solutions that enable them to focus on solving the customer’s issues instead of battling with a cumbersome technology tool set.

Customer Service Organisations will Adopt SaaS Solutions for Agility

Forrester data shows that 15% of software decision-makers, that are planning to or have already implemented customer service and support, have already replaced all or most of their on-premises customer service applications with software-as-a-service (SaaS) solutions, and a further 24% complement their existing on-premise solutions with SaaS.

One of the main benefits of a Contact-centre-as-a-Service (CCaaS) solution is the increased flexibility it offers, both in terms of innovation and business agility as well as operational and cost efficiency achieved through a pay-as-you-use model. However, not all call centre software providers are the same - it’s imperative to choose the supplier that is right for your business by asking the right questions. Start with generic questions such as:

  • How does the utility pricing work? Make sure to compare apples with apples.
  • How can distributed centres retain control over local administration and customisation?
  • Is a multi-channel capability fully integrated or is it regarded as an add-on?
  • How is support provided, direct or via partners?

And then ask more intimate questions around innovation, support, speed of changes, and frequency of adding new features, modules and social channels?

Whatever option is selected, be sure to choose a contact centre solution that fits your business model, from a supplier with an extensive pedigree and with clients that can testify to service delivery and exceptional customer support.

[1] Forrester – Trends 2015: The Future of Customer Service, March 2015

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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Today's Tip of the Day - Queue Settings

Read today's tip or listen to it on podcast.

Published: Tuesday, September 22, 2015

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2023 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
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Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Voice to Digital Connect, Agent Guided Workflows
Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues.

Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues.

Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution.

Our Applications support en...
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Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
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eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
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