Special Report: Next Generation Contact Center Platforms

When discussing the future of customer experiences, emphasizing the importance of seamless, convenient, and instant interactions, thought leaders typically focus on current patterns of consumer behavior. In these scenarios, the individual takes on a reactionary mindset and paints the evolving environment or trending behavior as the primary reason for change. This mindset effectively assesses what customers want in the moment, but it does not consider the broader context behind the behavior.

Noteworthy brands, who are actively working to improve the customer experience, lead with innovation that anticipates customer needs. They go beyond the current trends and work to implement tools and technology that will allow them to support customers as their needs evolve. By proactively identifying trends in consumer interactions and sentiment, they are able to inspire the changes these thought leaders are ultimately discussing.

It’s this level of innovation that the next-generation contact center will facilitate — when effectively implemented. With unified CX platforms and effective cross-functional collaboration, the contact center of the future will inspire exceptional customer experiences across every touchpoint.

This report will cover:

• The most prominent challenges future contact centers are aiming to overcome
• The importance of data, analytics, and assistive technology in promoting quality customer interactions
• Solutions that work to frame the contact center as an advanced, next-generation amenity