Most contact centres have this upside down...
Kane Simms
??Triple Award-Winning AI Transformation Consultancy ?? VUX. helps businesses leverage AI… Properly.
If you’re considering upgrading your contact centre, DON’T DO IT… Until you’ve read this.
It’s all upside down. When upgrading, I can tell you without hesitation what your current and future CCaaS vendor will do:
1. Figure out how many agents you have
2. Understand how many queues you have
3. List all the phone numbers you have
4. Identify any integrations you need
THEN:
They will lift and shift everything you currently do, warts and all, and just dump it into the ‘new’ system, where you’ll end up, 18 months later, in the EXACT SAME PLACE you are today. Just cheaper and a bit more reliable.
Don’t even ask them about #AI . They’ll tell you this:
???“AI is the future and we have all these fancy AI solutions”
Then when you ask them how you could leverage it, they’ll tell you “Call summarisation is the best place to start, we’ll do all the fancy stuff later.”
?? What that means is that they care more about the revenue tied to the contact centre deal than they care about your actual success. And they don’t really have the expertise to design the more robust AI solutions for you, so you should wait until they feel more confident.
See, most contact centre technology companies want to sell you the contact centre solution, and give you the AI stuff as an add-on. An afterthought.
?? But answer this question: do you think that AI is going to become more or less prevalent in customer experience over the next 3 years?
?? Then answer this one: do you think that a significant portion of customer interactions in your industry will be facilitated or completely automated by AI in the next 3 years?
This is what you and your vendor have upside down: AI isn’t an add on. AI IS THE SOLUTION. Your contact centre is the add on.
One of the VERY FEW companies that gets this is Zoom . This is why we’re partnering on this workshop later in the month where we’re going to show you EXACTLY what an AI-first contact centre looks like, what your vision for the future of CX should be, what you need technology and resource-wise and how you can bring it to life today, not later.
Interested? Join us
There are some contextual points missed in those sentiments. AI may be the future, or at least a part of the future, but it has to be done correctly so as not to feel disjointed from the human experience. Most businesses aren't ready to fully implement, or aren't ready to fully trust the solutions that are out there. The pace of change and innovation is accelerating and businesses are being bombarded with proposals that claim to do the same thing. On top of that, stakeholders are charged with maintaining continuity in their customer experience. There are plenty of cases that made the news for large entities that had their public facing AI solution go out of bounds. Going all in when not prepared or ready rarely produces positive results.
Fractional Conversation Intelligence Lead | Speech Analytics, AI Technology, Performance Improvement
18 小时前Agreed. And for the contact centre where agents have a revenue target (renewals, saves, upgrades)... Zoom Revenue Intelligence is a pretty awesome plug-in; especially for compiling a learning library of top performer conversations. I've looked at all Vendors (30+) and for many sales teams, Zoom might be the best priced and most effective solution. *Disclaimer. I have no affiliation with Zoom... It's just dAmn good stuff, 25% of the cost of Gong or Chorus.