Begin a CX revolution with low code automation
Contact center automation is the practice of simplifying a live customer interaction by automating as much of a process as can be and should be automated.
When contact center automation is done right, it results in a streamlined customer interaction. The customer feels that they are being assisted either in self-service mode, or in an assisted-service mode, wherein the customer may have engaged a contact center agent.
Borrowing best practices from digital process automation and robotic process automation, contact center automation aims to hyperautomate the contact center operation end to end. It fully embraces conversational AI and multiexperience as well to automate all forms of front office interactions between customers and businesses.
Customer operations leaders are looking for ways to simplify how they connect with customers, empower their employees, orchestrate processes, and drive continuous improvement through continuous intelligence. Contact center automation helps business leaders in their pursuit of customer service excellence by overcoming typical systems and process disparities that are particularly prevalent in the contact center and customer experience ecosystem.
As the contact center experience and overall customer journey both evolve, organizations have more opportunities — by way of digital channels, advanced automation, platform integration, cloud-based systems and more — to support their agents and provide higher-quality services and support to their customers.
Given the rich and diverse technology stack used by customer operations organizations, automation comes in handy to harmonize disparate systems and elevate the customer experience and operational excellence in weeks.
It is the norm today to build processes and experiences in systems of record (e.g. CRM platforms) and systems of engagement (e.g. Contact Center platforms, Digital Engagement platforms, etc.).
By bringing a low code approach to your customer operations game, you get to harmonize your existing systems and elevate your customer experience and employee experience using best of breed conversational AI and automation capabilities. The best part is that you get to do so in weeks, not months. Your pace of innovation matters now more than ever as you compete with digital natives who disrupt your space, as well as with well entrenched competitors who are embracing a technology-first mindset. Low code automation helps you leapfrog your competition and win the race for customer intimacy.
When contact center leaders were asked what prevents them from running their dream contact center operation, they cite the same reasons year after year – lack of technology integration closely follows lack of budget.
Here is a snapshot of the customer experience tech stack as it becomes rich and diverse year after year.
In the previous section we recommended solutions that you can deploy to overcome the biggest blockers that impede the progress of your customer experience transformation.
These solutions come from a variety of domains including digital customer service, intelligent virtual agents, multiexperience, conversational AI, process automation and robotic desktop automation.
Regardless of which solution you choose to launch, it is imperative that you start with targeted use cases and touchpoints and take a test and learn approach.
In the current systems and business architecture, teams and systems operate in silos making it harder to quickly launch solutions, learn something meaningful and then iterate effectively.
As you embark on your next automation or AI initiative to transform your customer operation, ask yourself these three questions to maximize the odds of building, not just an agile but also an antifragile operation.
We get it. To engage the always-on customer, you need to engage them on multiple channels, touchpoints, and modalities.
These three impediments collectively contribute to the CX Performance Gap we see between 82% who aspire to differentiate on CX and the 12% who do. Contrary to popular opinion, you do not need a sophisticated technology organization or a team of data scientists to help you run experiments at scale.