Achieving excellent contact centre performance has always been about ensuring smooth integrations with adjacent systems that agents utilise to serve customers effectively at the same time as accelerating and simplifying interactions with the right level of automation. The revolution catalysed by the pandemic that saw the call centre sector radically increase adoption of UC platforms has had a follow-on impact on adoption of automation and AI lead integrations. Teams contact centres have seen a growth in use of AI natural language processing to capture the intent of the customer and route them to the right department and the agent best skilled to deal with their request. Generative AI is also used more and more throughout the customer interaction, with content such as recordings, transcriptions, automated tasks serving as feeds for training/monitoring channels or being part of third-party integrations such as Salesforce flows or Now Assist from Service Now.
There has also been a shift from reactive interactions to proactive ones, whereby email/ SMS notifications are sent from the contact centre to provide the customer with updates on their request and follow up on previous interactions. People’s way of keeping in touch in their private lives has translated into a shift on all their interactions, we see more demand for WhatsApp/Facebook business accounts and other forms of omnichannel integrations such as chatbots or webchat contact centre embedded into websites.
“It sounds like a relatively straightforward interoperability assignment for an IT company to create integrations for the enterprise, but the reality is the migration to Teams and other platforms is happening so rapidly that demand for integrations is accelerating beyond the experience that many suppliers have amassed,” explains Andreea Traila, a solutions architect at Resonate.
“It’s therefore essential for organisations that need to utilise applications and systems outside of Teams to ensure they choose a provider, such as Resonate, that is able to deliver integrations to the systems they rely upon to satisfy their customers and run their businesses effectively.”
Call centre performance relies on far more than smooth integrations. While these play an important part in making agents’ jobs less stressful and more productive, it’s also critical to abstract away as much of the repetitive tasks of contact centre operations as possible. Contact centre solutions with intelligent routing and AI integration capability achieve just that.
