1. Businesses will integrate communications channels like email, calls, messages, and chatbots into a single interface to provide seamless customer engagement. 2. Companies will use solutions like Truecaller and Google verified business caller ID to build trust by displaying their identity in everyday communications. 3. Firms will prefer IP calling over traditional calling to reduce costs and use capabilities like auto-attendant, call recording, and call analytics.

1. Keep An Eye On These 7
Customer Engagement
Trends in 2022

2. 1. Unified Communications (UC)
Businesses will integrate different channels like email, calls,
messages, and chatbots into a single interface to deliver
connected & frictionless customer communication.
Phone
Calls
Conferencing
Mobility
Video Screen
Share
Voicemail &
Fax to Email
Presence /
Instant Messanging
UC

3. Pop-Up for
Verified Numbers
12:13
Incoming call
Bangalore, India
Airtel
+91 011 3666983
Exotel
Cloud Communication
Call Reason
Benefits of a virtual
telephony solution
Pop-Up for
Android OS
Calling via Wi-Fi call airtel
Banglore, Karnataka
Speaker Keypad Mute Record
91 80876 38810
918087638810
Other Last call 0 min. ago
EXOTEL
VERIFIED BUSINESS
India
Cloud Communication
12:13
2. Identity to Communication
Brands will build trust among customers by adding business
identity in their everyday communications using Truecaller &
Google verified business caller ID solutions.

4. 3. IP & App-to-app Calling
Companies will choose IP calling over traditional calling to
save their phone costs and utilize calling capabilities like
auto-attendant, call recording and call analytics.

5. 4. Hybrid Workforce
Increasing number of workplaces will switch to a hybrid work
structure this year, where they will use cloud communication
solutions to enable collaboration at a large scale.

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AI-Powered
5. Intelligent Conversations
Companies focused on quality customer engagement will
heavily invest in conversational AI to allow dynamic,
human-like interactions built on advanced AI capabilities.

7. 6. Customer Data Platform (CDP)
Increasing focus on consistent customer experiences will push
businesses to use CDP. It breaks data silos and centrally
stores user data from all the touchpoints for every customer.
Marketing
Automation
Social
Management
CMS
CRM
Omni-Channel
Personalization
Analytics &
Reportings
CDP

8. My experience so
far has been
fantastic!
POSITIVE
The product is
ok I guess
NEUTRAL
Your support team
is useless
NEGATIVE
7. Sentiment Analysis
Companies will actively employ sentiment analysis in customer
conversations to identify positive, neutral or negative
responses and take proactive actions to resolve them.

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