Leveraging Digital Engagement to Modernize the Customer Experience
In the digital age, businesses feel the urge to live up to customer’s expectations for contextual, spontaneous and entertaining experiences while engaging them across touch points. As new digital technologies emerge, contact centers have advanced from boring voice telephony to handy, agentless, self-service solutions to ensure a tailored, omnichannel customer journey.
Going beyond 2020, it is possible to extend digital engagement capabilities to contact centers with robotic technologies like AI (Artiﬁcial Intelligence), ML (machine learning), biometrics and RPA (robotic process automation).
No doubt, their digital efﬁciencies will boost leading to an ultra modernized customer experience.