Digital transformation projects will continue to disrupt the customer experience in 2019, says Aspect Software

Stephen Ball of Aspect

Over the last few years, digital transformation has been one of the biggest buzzwords in business and with organisations understanding the benefits that technologies such as AI, IoT and big-data analytics can bring, projects have been executed, bringing improved efficiencies, cost reductions and improvements to business processes. According to Aspect Software, these projects will continue to dominate in 2019, disrupting the customer experience landscape.

“There has been a continued increase on focus of the importance of the customer service function in recent years and organisations are aware of the role technology has to play in this. For this reason, we’ll continue to see technology implementations improving the customer experience,” says Stephen Ball, senior VP Europe & Africa at Aspect, who puts forward the following predictions for 2019:

Moving to the cloud

“More and more organisations have moved to cloud-based customer experience platforms and this will continue to increase. With these platforms able to move beyond inflexible legacy systems – providing increased agility for busier periods – and bring all the elements of the customer experience together into a solution that can be accessed by anyone and from anywhere, we will see more organisations adopting the technology for the contact centre. When employed in the right way, cloud can be instrumental in transforming the contact centre into a much more comprehensive, agile customer engagement centre.”

Increased use of AI and Machine Learning

“With the right implementation of AI and Machine Learning technologies into the contact centre, organisations can not only improve their customer service operations, but also increase engagement and productivity among agents. These technologies have been instrumental in the rise of self-service options that enable customer queries to be addressed swiftly. Similarly, it’s no secret that happy agents deliver better service, and these technologies are also enabling this through automating and streamlining cumbersome processes and tasks, and also prompting agents based on cues. We will continue to see organisations implementing AI and Machine Learning into the contact centre in 2019.”

Omni-channel engagement 

“Offering an omni-channel experience means offering complete seamlessness between communication channels – a feat that may seem simple but surprisingly, many contact centres are still failing at this. While it’s great that many organisations now offer a wide variety of communication channels, they often operate these platforms separately, which makes it difficult for customers to switch between channels and runs the risk of them having to repeat themselves – one of the most frustrating experiences with automated contact centres. However, many are now tuned into the importance of this and as a result we will see more ensuring seamless integration across all platforms for an improved customer experience.

Targeted customer routing 

“A greater focus on improving the customer experience is also seeing organisations looking to solutions that can ensure customers have their enquiries responded to quickly, but also that the appropriate person or technology is used to respond. For this reason, routing is having a growing in popularity – and we don’t mean manually pressing a number for a specific department – we mean skills-based routing to ensure customers are put through to properly trained agents who are able to deal with their enquiry. This creates happier customers and also improves the agent experience too, as they’re able to deal with enquiries they are specialists in.”

Human interaction will remain essential

“Despite widespread technology implementation and the increase of automaton in the contact centre, human interaction will remain absolutely essential. The customer’s need for human interaction is still prevalent and while technologies have developed hugely, humans are still required to deal with more complicated enquiries. As a result of this, we will see more contact centres ensuring their staff are upskilled alongside their technology implementations.”

Comment on this article below or via Twitter: @IoTNow_OR @jcIoTnow


9 IoT applications that will change everything

Posted on: September 1, 2021

Whether you are a future-minded CEO, tech-driven CEO or IT leader, you’ve come across the term IoT before. It’s often used alongside superlatives regarding how it will revolutionize the way you work, play, and live. But is it just another buzzword, or is it the as-promised technological holy grail? The truth is that Internet of

Read more

Which IoT Platform 2021? IoT Now Enterprise Buyers’ Guide

Posted on: August 30, 2021

There are several different parts in a complete IoT solution, all of which must work together to get the result needed, write IoT Now Enterprise Buyers’ Guide – Which IoT Platform 2021? authors Robin Duke-Woolley, the CEO and Bill Ingle, a senior analyst, at Beecham Research. Figure 1 shows these parts and, although not all

Read more

CAT-M1 vs NB-IoT – examining the real differences

Posted on: June 21, 2021

As industry players look to provide the next generation of IoT connectivity, two different standards have emerged under release 13 of 3GPP – CAT-M1 and NB-IoT.

Read more

IoT and home automation: What does the future hold?

Posted on: June 10, 2020

Once a dream, iot home automation is slowly but steadily becoming a part of daily lives around the world. In fact, it is believed that the global market for smart home automation will reach $40 billion by 2020.

Read more

Infineon and Rainforest Connection create real-time monitoring system to detect wildfires

Posted on: October 22, 2021

Munich and San Jose, California, 21 October, 2021 – Infineon Technologies AG a provider of semiconductors for mobility, energy efficiency and the IoT, announced a collaboration with Rainforest Connection (RFCx), a non-profit organisation that uses acoustic technology, Big Data and Artificial Intelligence / Machine Learning to save the rainforests and monitor biodiversity.

Read more

Infineon simplifies secure IoT device-to-cloud authentication with CIRRENT Cloud ID service

Posted on: October 21, 2021

Munich, Germany. 21 October 2021 – Infineon Technologies AG launched CIRRENT Cloud ID, a service that automates cloud certificate provisioning and IoT device-to-cloud authentication. The easy-to-use service extends the chain of trust and makes tasks easier and more secure from chip-to-cloud, while lowering companies’ total cost of ownership. Cloud ID is ideal for cloud-connected product companies

Read more