Overview
Transforming Contact Centers into Modern Customer Experience Hubs
Contact centers have come a long way from simple telephonic interactions when they first started. They are now evolving into complex omnichannel customer experience centers driven by new technologies like Generative AI, digital customer service and conversational user interfaces. Significant disruptions have taken place and more are in the pipeline, making traditional contact centers obsolete.
Embracing a Customer-Centric Future
Technology leaders now need a transformation strategy towards new age contact center designs and an apt transformation partner. Key drivers that necessitate a transformative shift include:
Flexible Hybrid Models
Hybrid work models have become the new norm for benefits like work satisfaction, cost savings and accessing a diverse workforce
Digital Self-Service Platforms
Rising demand for faster resolutions will increase the adoption of Conversational Bots, Chatbots, Intelligent IVR and Conversational User Interfaces, leading to a 10% reduction in contact center agents by 2026
GenAI
By 2025, 80% of customer service functions will apply GenAI in some form for content creation, self-service, post-call automation and agent assistance
Cost Efficiency and Revenue Generation
Revenue generation through contact center is poised to become a top priority, with over 30% of customer care leaders already focused on it. On the other side, cost efficient contact center operations through WFM, Analytics and knowledge management is expected to drive enhanced cost benefits
Customer Experience Design
Business leaders have started to realize the benefits associated with customer journey mapping, swift resolutions and omnichannel experiences necessitating a relook into their existing contact center design
Fluid Contact Center Solution
360-degree Contact Center Transformation Partner
Fluid Contact Center Solution is meticulously architected to empower organizations with a comprehensive suite of modern contact center features and capabilities. Seamlessly integrating robust platforms, advanced intelligence and GenAI, it offers advisory, implementation, assurance and managed services for end-to-end transformation.
Insights
Fraud Prevention in the Contact Center
Cybercriminals are targeting contact centers for sensitive data. This blog discusses rising fraud threats and offers actionable insights to secure operations and maintain consumer trust.
The business case for CCaaS
HCLTech's Fluid Contact Center Solution provides a value-driven CCaaS transformation. Our offering includes leading contact center platforms, customized consulting, advisory and managed services and next-generation contact center intelligence and GenAI capabilities.
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