Page 9 - Telecom Reseller November December 2014

November/December 2014
Telecom Reseller 9
The Future of the

Contact Center – Five9

Predictions for 2015

O
1. More intelligent channel blending SBORN
capabilities (aka omni-channel or cross channel)
Today’s consumer uses more than one by Liz Osborn, VP of Product and
“channel” when engaging with companies. For Solution Marketing for Five9
2example, a consumer may send an email to a (Liz.Osborn@Five9.com)
015 is nearly here and with that, the
company and before it is answered they initiate
contact center experts at Five9 have some an online chat with an agent and then they follow
predictions on what key industry trends will
up later via a mobile app. Consumers expect
gain momentum in the coming year. Here’s what companies to have an institutional memory across
they predict:
every communication channel and touch point.
his requires intelligent technology to provide
the context of the interaction, along with the
customer proile, preferences and relevant
history. And, it requires one integrated system
with the ability to track and support email,
chat, mobile transactions, self-service, and live
agent conversations. In 2015 we expect sotware
vendors to deliver more capabilities and features
that support intelligent channel blending to help I
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of choice with the context and information necessary to serve them.

2. Gamiication makes it to the contact center
In 2015, expect gamiication to inally make it
to the agent desktop. Gamiication has become
increasingly popular in sotware development
because of its app-like feel and the rising numbers
of Millenials now in the workforce using business
applications. his is inally bleeding over into the
contact center as more Millenials become agents
and require a diferent kind of management, as
well as technology. By modeling contact center
applications ater recognizable consumer games
such as Farmville and Candy Crush, companies
are better able to onboard, train, motivate,
manage and retain young agents.

3. Big data paves the way for increased customer retention
Companies will begin to step it up in 2015 and
move beyond traditional customer service. For
years, proactive customer care has been discussed
with enthusiasm, but few have implemented it.
In the era of big data, agents are provided with
copious amounts of customer information. As we
enter into 2015, contact centers will start to better
understand what to do with it.
Big data is key in identifying behavioral
patterns. Using tools like natural language
processing engines, advanced sales and marketing
intelligence that draws on thousands of public
sources to proile customers and predict
behaviors, and advance search, both live agents
and self-service applications will be able to
proactively ofer customers and prospects the
information they need at the right time.
Natural language processing will also allow
companies to determine customers’ issues and state of mind (or sentiment) in order to match
them up with agents who have the appropriate
skills. In addition, agents will be able to access a
snapshot or timeline of the customer’s journey,
and will be provided with next best action
options. his will ultimately help with customer
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Email: publisher@usernews.com

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