Enterprises need hybrid cloud contact center solutions to meet customer expectations shaped by remote work and streaming platforms. The strategy uses API-first, multi-tenant architectures with tools like Google Dialogflow and Amazon Connect to enable AI automation and omnichannel engagement while reducing acquisition costs.
In this Netflix-absorbed, Amazon Prime-enabled, and work-from-home gig economy, customers' expectations are changing. Everything is remote 24/7, 365 days a year. Instant, same-day access to products and services is becoming the norm. Consumer-facing technologies like these ones are a huge factor in recasting customer expectations, and users have come to expect the same when interacting with our clients. The future enterprise is not just about selling digitally or touchless customer services or next-gen underwriting or about optimizing claims and associated data exchange management; it is about building hybrid cloud-native, multi-tenant, omnichannel API-first solutions for our clients to help them deliver an excellent customer experience. It is about maximizing their customer lifetime value, expediting their path to purchase, and facilitating their path to loyalty through technology. It is about reducing the cost to acquire and retain a customer and removing the friction across the steps required to attract, nurture, convert, and engage their customer base so as to ensure they in return adopt, follow, advocate, and influence brand recognition. In order to do that, we need to identify the opportunities where we can help our clients positively impact brand awareness, introduce continue innovation, enable artificial intelligence and machine learning capabilities to power smart operations and transform the development of their products in an agile manner, Help them move away from merely describing what is happening in their business to diagnosing, predicting, and prescribing assisted next-best actions via event-driven architectures, which in return will provide the insights to a more targeted roadmap and easier change management, objectively driven by data with statistical significance. Our proposed solutions should be based on 4 guiding principles: 1. Help solve external problems for their customers. 2. Solve internal problems for their workforce and partners. 3. Act based on data insights to introduce efficiencies of scale. 4. And lastly, modernize the underlying technology stack to support these solutions. To maintain competitive advantage, digital businesses must transform and innovate as rapid as possible in order to meet customer expectations. They need to move away from monolithic applications that do everything, bogged down by shared feature release pipelines with rigid scaling, there is high impact of change, leading to the difficult adoption of new technologies. And they need to move towards best-of-breed, modular and plug-and-play solutions. This is where a hybrid multi-tenant omnichannel solution can be leveraged to facilitate and expedite this transformation. It is here where we can have a real impact with our clients, their customers, their workforce and their partners and innovate in their behalf by developing omnipresent advertisement and marketing solutions to enabling multiple digital channels of engagement and coalescing data in order to provide insights, in a secured and compliant manner. Take for example, a client who currently provides customer support on-premise, and is looking to start their journey to cloud. They can't necessarily rip and replace their contact center overnight; instead, they need a technology bridge to help them graduate to their future state. In this example, a customer is leveraging telephony and workforce management platforms on-premise to support their customers, We can design solutions to deflect and automate some of those interactions to multiple cloud vendors who provide mechanism to absorb these interactions, either via PSTN or API endpoints, with services like Google Dialogflow, Amazon Connect, or Avaya OneCloud, which would in return enable natural language processing and understanding capabilities to automate customer requests and/or escalate to a live agent via voice, chat, email, text messaging, or video. A day in the life of a customer is never a straight path to purchase or path to loyalty. Our solutions need to be flexible enough to support their journey regardless of the channel of engagement or the time of day, all in order to maximize the customer lifetime value and the return on their investment. Click on the links to watch real-time demonstrations of these type of solutions.
