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The contact center of the future is here
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Article
The evolution of call centers to experience centers
The call center has evolved over the years, moving from phone-based systems to multichannel contact centers. The next move is toward a customer experience center. Read Now
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Article
Compare pros and cons of live chat vs. phone support
Customer experience is king, but it's up to businesses to decide what contact channels to use to deliver it. See how phone support and live chat stack up against each other. Read Now
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Article
Customer service AI tools can improve contact center
By adding AI to its Salesforce Service Cloud integration, Nokia is trying to bring a proactive approach to customer service, while adding AI to workflow. Read Now
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Article
Contact center AI: Agents may be training their replacements
The goal for software developers training sophisticated agent-assist AI tools for contact center software platforms could be 'superbots' far smarter than today's chatbots. Read Now
Editor's note
The contact center of the future is in progress. What started as solely a call center -- a place where employees answered phones -- has evolved into a multichannel, multipurpose operation for employees and customers thanks to the integration of artificial intelligence. And now it's moving toward a full-blown customer experience center to address customer retention and brand loyalty.
But contact center AI isn't just about chatbots. AI's many offshoots -- machine learning, deep learning, computer vision and natural language processing -- improve call routing, provide live agents with real-time customer assistance, analyze customer buying habits and help devise CX strategies.
This guide explores the fast-arriving contact center of the future -- from its roots as a call center to the present and beyond -- as well as commercial applications where AI is taking shape.
1The multifunctional call center
Contact centers have evolved into a multidimensional CX force -- providing customer service on multiple channels, taking advantage of upselling opportunities and broadening customer engagement strategies.
-
Article
The evolution of call centers to experience centers
The call center has evolved over the years, moving from phone-based systems to multichannel contact centers. The next move is toward a customer experience center. Read Now
-
Article
Compare pros and cons of live chat vs. phone support
Customer experience is king, but it's up to businesses to decide what contact channels to use to deliver it. See how phone support and live chat stack up against each other. Read Now
-
Article
Improve the contact center experience with 3 key integrations
Organizations that want to offer a modern contact center experience can turn to AI, messaging apps and UC to improve agent productivity and customer service. Read Now
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Article
3 call routing methods to consider in your contact center
Contact center call routing methods include next-available agent, skill-based and predictive; however, each strategy has pros and cons. Learn what is best for your business. Read Now
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Article
Upselling customers adds ROI gold to contact center channels
AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Read Now
2AI's role in the contact center's evolution
While AI in the form of chatbots is the most common application of artificial intelligence in the contact center, the technology is playing an increasingly critical role in the contact center's transition to an all-purpose customer experience center.
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Article
Customer service AI tools can improve contact center
By adding AI to its Salesforce Service Cloud integration, Nokia is trying to bring a proactive approach to customer service, while adding AI to workflow. Read Now
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Article
5 trends driving AI in contact centers
Contact center AI is evolving to meet the needs of organizations. Vendors are focusing on five trends that are driving the market for AI in contact centers. Read Now
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Article
10 things to know about Google Cloud Contact Center AI
Google has partnered with more than 90 different companies to roll out its contact center AI. This article lists 10 important things you need to know about the program. Read Now
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Article
ICMI co-founder on contact center technology trends
Contact center technology stacks now include pervasive AI and CX-oriented tools, enabling agents to do a better job more efficiently, said ICMI co-founder Brad Cleveland. Read Now
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Article
Contact center AI: Agents may be training their replacements
The goal for software developers training sophisticated agent-assist AI tools for contact center software platforms could be 'superbots' far smarter than today's chatbots. Read Now
3Words to know for the contact center of the future
As the contact center evolves, so does the vocabulary. These words and terms can help negotiate the gauntlet of ever-changing contact center lingo.
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Definition
contact center
A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed. Read Now
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Definition
omnichannel
Omnichannel is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store. Read Now
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Definition
multichannel contact center
A multichannel contact center is a call center that allows agents to interact with customers over several communication channels, but each channel operates in isolation. Multichannel is a forerunner of the omnichannel approach to customer experience management. Read Now
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Definition
chat channels
Chat channels are technologies enabling companies to engage with customers in live conversations. Read Now
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Definition
natural language processing (NLP)
Natural language processing (NLP) is the ability of a computer program to understand human language as it is spoken. Read Now