Beyond the Call Center: Moving to the AI-powered Customer Engagement Center

The world of service keeps accelerating
But at its core, it all comes down to one thing: Addressing your customers’ moment of need. And above all else, that means delivering fast and efficient service to resolve that need. Customers want quick resolutions. And as they switch to new digital channels, delivering connected, consistent experiences has become a key goal for customer service teams.

To meet customers where they are and manage inquiries coming from all directions – such as web chat, mobile apps, social media, and SMS – organizations have expanded beyond the traditional phone-based call center. The new, modern-day contact center supports newer business models and digital channels that require greater immediacy.

For many organizations, however, the mission of providing this type of omni-channel experience can pose a challenge. With so many different channels to manage, the overall service experience can become more disconnected and complex for your agents, IT teams, and customers. Remedying this and facilitating truly customer-centric service requires a new way of thinking. Many organizations are adopting new scalable strategies and technologies that help simplify service and provide seamless experiences across the contact center.