3 min
In the digitalised world we live in, customer service is not only evolving, but has become an essential element of customer loyalty.
Human and empathetic interactions, quick responses and personalised conversations are essential elements to meet customers’ real needs and provide them with the best possible shopping experience.
In this context, contact centre platforms are crucial in the era of digitalisation and the hybrid working model, as they can be accessed from anywhere, a feature that increases the value of companies that have them.
In fact, according to a study by Juniper Research, revenues associated with the CCaaS market will increase by 110% over the next five years.
“Revenues associated with the CCaaS market will increase by 110%.”
– Juniper Research
As a leading European provider of Converged Contact Solutions, we have analysed the trends that will influence CCaaS solutions in 2024.
1. CONVERGING UCAAS AND CCAAS
In a world where business communications are moving to the cloud, the combination of solutions such as Unified Communications as a Service (UCaaS) and Contact Centres as a Service (CCaaS) will become increasingly important. Many organisations will start to implement this in 2024.
This symbiosis will not only simplify the management of business technology, but also make it easier for teams to collaborate and ensure complete and aligned communications.
The all-in-one trend will become even more popular, allowing companies to integrate unified communication and software as a service (SaaS) tools into their contact centres.
This global approach will not only improve operational efficiency, but also optimise the experience for both employees and customers, paving the way for a more connected and agile business future.
2. IMPROVING THE AGENT EXPERIENCE
Keeping reps engaged is critical to delivering exceptional customer experiences.
In 2024, CCaaS solutions will evolve to meet the needs of the workforce, whether they are at home, in the office or in a hybrid model.
A highlighted trend will be the implementation of specific workforce management and engagement features, along with gamification, to maximise team productivity and efficiency.
These new platforms will not only facilitate the monitoring of agents, but also provide greater workflow efficiencyat the enterprise level.
3. EXPANDING NEW CHANNELS
Consumers no longer rely exclusively on phone calls, opening the door to instant messaging platforms, email and video conferencing.
CCaaS platforms will continue to respond by providing tools to improve mobile integration and connectivity to platforms such as WhatsApp.
4. PROACTIVITY THROUGH ARTIFICIAL INTELLIGENCE
The effective collection and use of data is essential to delivering personalised experiences.
Evolving analytical capabilities, supported by intelligent monitoring, machine learning, artificial intelligence (AI) and historical information, will enable organisations to anticipate and address potential issues before they arise.
5. ARTIFICIAL INTELLIGENCE SELF-SERVICE
According to Harvard Business Review research, 81% of customers prefer to find solutions before contacting an agent.
“81% of customers prefer to find solutions before contacting an agent.”
– Harvard Business Review
For this reason, companies will need to incorporate tools that facilitate self-service.
New contact centre software will incorporate natural language processing and conversation analysis tools to provide more advanced answers and handle more complex tasks.
It’s worth noting that AI will also be beneficial for internal use, providing relevant information to reps to help them better understand products/services and provide better customer service.
6. STRENGTHENING SECURITY MEASURES
In response to changing regulatory and compliance requirements, CCaaS providers will prioritise security enhancements.
The integration of encryption, multi-factor authentication and access control will provide enterprises with a more protected structure for their contact centres.
Advanced tools, such as biometric scanning, will seek to protect consumers and reduce fraud, providing businesses with the most secure network possible.
BOTTOM LINE
In 2024, the customer service sector must continue to adapt to the changing needs of businesses and the growing expectations of consumers.
With the high demand for cloud contact centre environments, CCaaS providers will need to continually enhance their solutions by offering tools ranging from AI automation to sentiment analysis and intelligent self-service.
This is the only way to demonstrate a commitment to excellence and the adaptability to meet the demands of the evolving market.
To find out how our Converged Contact Solutions can make your contact centre a success in 2024, contact our team of experts on +34 900 670 750 or use the chat below.
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