Today’s new-age customers have ushered in the need for redefined technology enhancements for the contact center that are all about conversational interfaces and AI (artificial intelligence)-assisted services. On the operational level, traditional metrics continue to be driven by productivity, and finally, at the emotional needs level, there is a requirement to address the emotional quotient of both the customer and the agent.
Digital consumers want to use all available channels as they interact with the services of a brand. And they want to do so seamlessly, without losing context, as they move from one channel to another.