It’s no secret that now more than ever, organisations need to be agile to ensure business continuity amid an uncertain economic climate. Recent 8×8 research revealed that more than 94% of IT decision-makers see technology implementation as key to reducing crisis fatigue, managing ongoing instability and future-proofing the business in the contact centre market.
However, as budgets tighten, prioritising innovative communication solutions becomes increasingly more complex. To avoid the risk of being spread too thin, a big part is on implementing the solutions that deliver the most value to end-users. More specifically, finding the tools that can streamline processes and save businesses valuable time, money and resources.
So how can contact centres prepare for tomorrow’s challenges?
Taking customer service to the next level with AI
Amid the digital transformation acceleration, 78% of UK IT decision-makers are already deploying AI and automation to future-proof their business, with 41% warning of the risks of lagging behind in adoption. As such, it’s safe to say that AI is no longer seen as just a trend but as a fundamental part of today’s contact centres capabilities.
According to 80% of contact centre and IT leaders, conversational AI capabilities are one of the must-haves in the near future. By automating mundane tasks and routing inquiries to the most relevant agent via chatbots, human agents can focus on tackling more complex problems, improving both efficiency and the quality of customer interactions.
Another critical aspect of AI is its ability to analyse large data sets and provide real-time insights. This improved data processing can make contact centres more agile and proactive in addressing the changing needs of customers. When used effectively, customer inquiries can be answered more precisely and swiftly, further optimising the customer experience.
Looming regulatory threats
Technology advancements, however, come against a backdrop of regulatory changes, particularly the impending switch off of PSTN. With the switch anticipated as soon as 2025, businesses should already start thinking about how it will affect their operations and customers to avoid losing customers and revenue.
To address this, call centres reliant on traditional phone lines will need to migrate to alternative solutions such as VoIP and SIP trunking. It’s important to take into account that this may lead to additional investments in new infrastructure and technology, along with providing additional training for call centre staff. By taking these steps now, businesses can ensure they are fully prepared for the switch-off well in advance.
The era of a single vendor
Besides the heightened focus on AI, another noticeable trend in the contact centre market is the significant consolidation of vendor profiles. The market demands greater integration across communications to facilitate smoother communication, minimise technical disruptions, and promote a unified approach to customer support.
As a result, businesses are now preferring all-in-one packages, including everything from Unified Communications, Customer Communications, and chat solutions to analytics, integrations, and professional services. This undoubtedly is emerging as a new standard for seamless customer service solutions.
Striking the right balance is key
In an evolving market landscape marked by budget constraints, regulatory changes, and a demand for unified service offerings, the move towards tech-driven efficiency isn’t just a nice-to-have for contact centres – it’s a necessity to stay ahead of the curve.
Digital transformation acceleration will continue to bring more collaboration and efficiency into customer service and experience. However, it’s not just about replacing workers with AI and chatbots. Instead, it’s about giving contact centre workers the right tools to truly enhance their abilities, streamline operations and ultimately, keep up with the evolving contact centre market.
Chris Angus, VP, EMEA Contact Centre Engagement, 8×8