Connected customer service experience

Meet the expectations challenge

Customer and employee expectations are higher than ever, and providing a seamless experience for customers, citizens and agents is considered a foundational requirement for organizations. People want, and these days expect, to engage where and how they want, in a safe and fast way, with information that is relevant specifically to them. They want that personal interaction to be consistent, whether it starts on a website, in a chat or on the phone.

Service agents are critical to this experience, but agent retention is another ongoing issue.  Connected systems, with AI-enabled assistance, can provide agents with a unified customer profile and informed suggestions to make servicing end customers easier.

If your organization is struggling to balance customer expectations and satisfaction while simultaneously reducing the cost to serve and mitigating risk, you may be asking questions like these:

• Can our digital contact center integrate with existing systems, thereby maximizing the investment already in place?
• How can our agents be empowered with the tools and information they need so they can do more for the customer, at a higher level and still be efficient?
• What’s the role that AI should or could play in these considerations?