OMNICHANNEL
BY AFSHAN KINDER AND DAVID BURNIE, BURNIE GROUP
ILLUSTRATION PROVIDED BY ADOBE STOCK
HOW AUTOMATED CONTACT CHANNELS ARE EVOLVING AND THE STEPS TO TAKE TO ENSURE
Imagine uncovering the secrets behind successful omnichannel and IVR best practices through firsthand insights from over 25 organizations worldwide. You may feel, as we did, that at last there may be answers to critical vexing customer service issues facing contact centers.
Our study, enriched by online and phone mystery shopping, delved into these capabilities and leveraged our expertise across AI and automation technologies, offering a comprehensive view of industry advancements.
The study uncovered three key themes that highlight how organizations are navigating their digital transformation journeys. These include the evolution of IVR through conversational AI the advancement of AI-powered chatbots, and valuable lessons for creating a seamless omnichannel customer experience( CX).
42 CONTACT CENTER PIPELINE
EXCELLENT OMNICHANNEL CX.
THEME 1: THE IVR EVOLUTION: TRANSITION TO CONVERSATIONAL AI
Over the years, contact centers have explored various strategies to guide customers to digital channels and enhance IVR containment. These efforts offer a dual advantage: customers gain quick access to information, while the business realizes reduced operational costs.
Currently, in most organizations, IVR systems have a common set of basic self-service features, such as bill management, balance inquiries, and PIN resets. But for many of them, innovation, and the introduction of new capabilities such as conversational AI and deep links, has been slow.
... CONTACT CENTERS HAVE EXPLORED VARIOUS STRATEGIES TO GUIDE CUSTOMERS TO DIGITAL CHANNELS AND ENHANCE IVR CONTAINMENT.