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The Next Generation
of Contact Centers
How technology is supporting
the next generation of contact centers
The contact center has been at the core
of successfully serving customers, but
times are changing.
New customer expectations across all
facets of engagement are challenging
how traditional centers operate.
?
? ?
Market Conditions are Changing
Customers want their service experiences to
be personalized, interactions to be effortless,
and their inquiries to be resolved quickly with
a single touchpoint.
Customers today also expect the ease of
reaching out across an ever expanding
variety of communication channels, while
experiencing the same level of integrated
service across each.
Increasing Complexity
By 2019, more than half of customer
interactions will be in channels other than voice.
Organizations are gearing up to support chat,
social media, voice, SMS, and other mediums in
an omni-channel environment.
Contact center agents often have to interact
with upwards of 20 systems and applications to
serve customers. It leads to inefficiencies and
poor customer satisfaction.
Emerging Technology: AI and RPA
Artificial Intelligence (AI) is disrupting contact
centers and the role of agents.
Forrester found that four in 10 contact center
decision makers are exploring use of AI
technologies to differentiate their service.
Mckinsey suggests that robots will be able to
fully resolve 30 to 50 percent of all requests,
which can double productivity while reducing
costs in half.
Evolving Compliance
The General Data Protection Regulation
(GDPR) in particular, with its May 25th, 2018
deadline, is pushing contact centers to relook at
the way in which personal data and requests are
handled.
Contact Center Leaders are Responding
Leaders of contact centers face immense
pressure to optimize customer experience,
achieve operational performance metrics,
and deliver on strategic business initiatives.
Providing a Concierge Experience
Customers demand their
issues be resolved in
real-time, and organizations
have to respond by
providing concierge-level
customer experience.
This allows customers to experience:
Reduced
wait times
Faster call
resolution
Reduced
processing time
Personalized
content
Seamless
engagement
across channels
Proactive
service
Confidence that
information
is handled securely
Creating Rock Star Agents
At the same time, there is pressure to increase
agent productivity.
Training programs are not enough.
Agents must have the skills, knowledge — and
technology empowerment — to effectively
resolve customer queries, personalize
engagements, and go the extra mile.
Delivering on Strategic Business Initiatives
Contact center leaders are coming to the table
to help execute on strategic initiatives around
customer experience including:
Improving Net Promoter Scores (NPS)
Driving revenue through cross-selling and upselling
Implementing Voice of the Customer (VoC) programs
to flow insights back to the business
Accelerating revenue recognition opportunities
Supporting new business line launch activities
Launching new products and services to market
Adhering to regulations around customer data protection
$
Customer Experience Must be a Top Priority
Improving customer experience is a top priority
for organizations. Forrester Research found
that the revenue impact of a 1-point
improvement in CX Index scores can help
a company increase revenue by $175 million
annually.
The Intelligent Contact Center™
Forward thinking contact centers are
prioritizing technology across four key areas:
1. Omni-Channel Communication
2. Dynamic Case Management
3. Intelligent Automation
4. Low-Code Cloud Platform
1. Omni-Channel Communication
McKinsey predicts that 75 percent of
customers will use multiple channels to
contact companies.
According to Aberdeen Group, companies that
provide consistent service quality across
multiple channels retain 89% of their
customers, compared to 33% retention rate
for companies that do not.
2. Dynamic Case Management
Dynamic case management allows
organizations to achieve a single, consistent
view of the customer journey and supports
high-end problem solving for complex
interactions.
?
3. Intelligent Automation
The real powerhouse to dramatically increase
the productivity and effectiveness of agents
comes from intelligent automation.
Comprehensive Business Process Management
(BPM) orchestrates processes, integrates
systems, and applies business rules — while
agents are supported by robotics and coached
by artificial intelligence.
4. Low-Code Cloud Platform
Low-code cloud platforms allow organizations
to build applications that meet security,
confidentiality and compliance controls, while
accelerating time for deployment — and in turn,
time-to-value for the business.
This is why CITO research estimates that 93%
of businesses are beginning to move their
processes to the cloud.
The Intelligent Contact Center™ Platform
The Appian Intelligent Contact CenterTM
Platform
makes it easy for organizations to build next
generation contact center applications that
accelerate customer experience, increase
agent efficiency, and deliver business impact.
With Appian, organizations can move fast,
revolutionize customer engagement, create new
lines of business, maximize operational
efficiency, and master global risk and
compliance.
Learn more
twitter.com/appian
facebook.com/AppianCorporation
linkedin.com/appian-Corporation
appian.com/platform/intelligent-contact-center
youtube.com/appian
appian.com/blog
instagram.com/appiancorp
Sources
Forrester, Report: How AI Will Transform Customer Service, 2017
Forrester, Report: The ROI of CX Transformation, 2017
McKinsey, Article: Charting the future of customer care through a core optimization philosophy, 2018
Aberdeen Group, Research Report: Omni-channel Customer Care: Best-in-Class Steps to Success, 2015
Gartner, Place Case Management at the Core of the CRM Customer Engagement Center, 2017
CITO Research, The 2017 Executive Cloud Survey
Sources

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The Next Generation of Contact Centers

  • 1. The Next Generation of Contact Centers
  • 2. How technology is supporting the next generation of contact centers The contact center has been at the core of successfully serving customers, but times are changing. New customer expectations across all facets of engagement are challenging how traditional centers operate. ? ? ?
  • 3. Market Conditions are Changing Customers want their service experiences to be personalized, interactions to be effortless, and their inquiries to be resolved quickly with a single touchpoint. Customers today also expect the ease of reaching out across an ever expanding variety of communication channels, while experiencing the same level of integrated service across each.
  • 4. Increasing Complexity By 2019, more than half of customer interactions will be in channels other than voice. Organizations are gearing up to support chat, social media, voice, SMS, and other mediums in an omni-channel environment. Contact center agents often have to interact with upwards of 20 systems and applications to serve customers. It leads to inefficiencies and poor customer satisfaction.
  • 5. Emerging Technology: AI and RPA Artificial Intelligence (AI) is disrupting contact centers and the role of agents. Forrester found that four in 10 contact center decision makers are exploring use of AI technologies to differentiate their service. Mckinsey suggests that robots will be able to fully resolve 30 to 50 percent of all requests, which can double productivity while reducing costs in half.
  • 6. Evolving Compliance The General Data Protection Regulation (GDPR) in particular, with its May 25th, 2018 deadline, is pushing contact centers to relook at the way in which personal data and requests are handled.
  • 7. Contact Center Leaders are Responding Leaders of contact centers face immense pressure to optimize customer experience, achieve operational performance metrics, and deliver on strategic business initiatives.
  • 8. Providing a Concierge Experience Customers demand their issues be resolved in real-time, and organizations have to respond by providing concierge-level customer experience. This allows customers to experience: Reduced wait times Faster call resolution Reduced processing time Personalized content Seamless engagement across channels Proactive service Confidence that information is handled securely
  • 9. Creating Rock Star Agents At the same time, there is pressure to increase agent productivity. Training programs are not enough. Agents must have the skills, knowledge — and technology empowerment — to effectively resolve customer queries, personalize engagements, and go the extra mile.
  • 10. Delivering on Strategic Business Initiatives Contact center leaders are coming to the table to help execute on strategic initiatives around customer experience including: Improving Net Promoter Scores (NPS) Driving revenue through cross-selling and upselling Implementing Voice of the Customer (VoC) programs to flow insights back to the business Accelerating revenue recognition opportunities Supporting new business line launch activities Launching new products and services to market Adhering to regulations around customer data protection $
  • 11. Customer Experience Must be a Top Priority Improving customer experience is a top priority for organizations. Forrester Research found that the revenue impact of a 1-point improvement in CX Index scores can help a company increase revenue by $175 million annually.
  • 12. The Intelligent Contact Center™ Forward thinking contact centers are prioritizing technology across four key areas: 1. Omni-Channel Communication 2. Dynamic Case Management 3. Intelligent Automation 4. Low-Code Cloud Platform
  • 13. 1. Omni-Channel Communication McKinsey predicts that 75 percent of customers will use multiple channels to contact companies. According to Aberdeen Group, companies that provide consistent service quality across multiple channels retain 89% of their customers, compared to 33% retention rate for companies that do not.
  • 14. 2. Dynamic Case Management Dynamic case management allows organizations to achieve a single, consistent view of the customer journey and supports high-end problem solving for complex interactions. ?
  • 15. 3. Intelligent Automation The real powerhouse to dramatically increase the productivity and effectiveness of agents comes from intelligent automation. Comprehensive Business Process Management (BPM) orchestrates processes, integrates systems, and applies business rules — while agents are supported by robotics and coached by artificial intelligence.
  • 16. 4. Low-Code Cloud Platform Low-code cloud platforms allow organizations to build applications that meet security, confidentiality and compliance controls, while accelerating time for deployment — and in turn, time-to-value for the business. This is why CITO research estimates that 93% of businesses are beginning to move their processes to the cloud.
  • 17. The Intelligent Contact Center™ Platform The Appian Intelligent Contact CenterTM Platform makes it easy for organizations to build next generation contact center applications that accelerate customer experience, increase agent efficiency, and deliver business impact. With Appian, organizations can move fast, revolutionize customer engagement, create new lines of business, maximize operational efficiency, and master global risk and compliance.
  • 19. Sources Forrester, Report: How AI Will Transform Customer Service, 2017 Forrester, Report: The ROI of CX Transformation, 2017 McKinsey, Article: Charting the future of customer care through a core optimization philosophy, 2018 Aberdeen Group, Research Report: Omni-channel Customer Care: Best-in-Class Steps to Success, 2015 Gartner, Place Case Management at the Core of the CRM Customer Engagement Center, 2017 CITO Research, The 2017 Executive Cloud Survey Sources