3 KEY CHALLENGES FACED BY CONTACT CENTERS

INCONSISTENT CUSTOMER EXPERIENCES ACROSS MULTIPLE CHANNELS OF COMMUNICATION
Current trends in communication with contact centers involve multiple contact points. The customer can contact through e-mail, PDAs, web, kiosks, IM and even ATMs. And he seeks real-time service and a quick resolution to his problem. However, as these interactions become multi-modal and collaborative and the use of e-mail and instant messaging increases, the contact center is often unable to answer the customer’s queries. What is needed is a scalable and extensible platform that supports a fully integrated multi-channel customer interaction center.

A NON-UNIFIED AGENT DESKTOP
Rather than have a fast and flexible interaction with the customer, most contact center agents are burdened with processes that are inefficient and consume time. For instance a call center executive has to key in the same information in multiple applications each time a customer calls. This is due to a nonunified agent desktop and results in dissatisfied customers.

LACK OF INTEGRATION OF ENTERPRISE APPLICATIONS WITH THE CONTACT CENTER
The diverse operations in an organization ranging from billing, CRM, Supply Chain to Web Portal need to be accessed and updated during the course of customer interaction. This calls for a close integration of the different systems. However, most organizations are unable to do so and cannot manage multi-modal communications and consistently deliver customers complete information.

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