contact center automation
contact center automation

Since the adoption of contact center-assisted automation is expected to accelerate by 2020, it is critical for businesses to embrace best practices or face slipping behind the market. Customers, B2B associates, and managers inherited a lot of authority and liability from enterprise leaders. In a self-service operation, something that isn’t expressly expected will bring the consumer journey to a halt. The evolution of AI-powered machine learning, advanced speech bots, and the recognition that individual and robotic agents are colleagues instead of rivals are driving the next wave of contact center-assisted automation. To continuously optimize consumer satisfaction and organizational performance, the most critical contact center automation best practice is to balance core product priorities and KPIs with automation.

What is contact center automation?

A call center is an important piece of technology for any big organization that deals with a large number of external or internal consumer care demands regularly. Contact center software strives to perform any of these encounters effectively without the intervention of a particular operator using artificial intelligence. Bots are the most common type of contact center-assisted automation encountered by users.

Top Automation Trends in the Contact Center

Automation appears to be everywhere nowadays, helping people to complete a multitude of tasks more quickly. The consumer services sector is no different, with technology advances continuing to change the customer experience and companies discovering the advantages of real-time technology. Let’s take a look at some of the most common contact center patterns.

  • Desktop Automation

Today, it’s important that the consumer interface design and customer support skills are positioned to fulfill today’s consumer expectations, but, too frequently, agents fail to deal with the behavior and complexities of too many systems, which are not developed to deliver superior customer value. Furthermore, thoroughly refining the way consumer service representatives communicate with their laptops, irrespective of platform, would provide them with more constructive energy to engage consumers directly.

  • Robotic Process Automation

A buzz in contact centers has been created because of automation of a variety of minor, manual, daily activities that have historically played such a major role in their day-to-day activities, such as opening accounts, monitoring order status, updating records, and so on. By allowing the customer service agent to merge data into fields from all related applications with just one entry, RPA improves total consumer loyalty and has a relatively close zero error rate.

  • Visual IVR

With over a billion mobile users globally and increasing, the movement toward Visual IVR would gain traction, providing a contact platform that allows users to use their smartphones for consumer support on the go by converting current IVR technologies onto their screens. From the convenience of their devices, users can navigate visual lists, talk with a particular call center agent, and even display hold periods and select a callback choice. The reality is that Visual IVR is delivering on most of the promises made by Voice IVR.


Call center future technology aims to maximize customer satisfaction, reliability, and competitiveness. It’s designed to allow the opportunity to focus fewer hours on administrative duties and more time on the tasks that matter most to their performance. Indeed, the environment of customer support is transforming quickly and for the better as call center technology improves performance and efficiency, providing simple, broad advantages at different touchpoints.


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