Milton Keynes - 23rd August 2017 - IPCortex CEO details some of the ways in which contextual comms is impacting customer service workflows.
Today’s comms-savvy generation expect communication to be easy, instant, efficient, rich and partly asynchronous. This has been driven by the pervasiveness of the Internet and new Internet-enabled voice, text, video and social media, apps and mobile devices, all of which are used extensively in social contexts. This is spilling into the business world as people expect to engage with brands and services in the same way. This means businesses are having to adapt their customer services and provide different communications channels to support retention, loyalty and advocacy. Apart from the addition of a headset and video chat, the first wave of Internet real-time communication didn’t make any meaningful impact. But now businesses are beginning to take advantage of technology to create rich, real-time, integrated communications that puts voice, text and video capabilities inside an application, website or device. This is the idea of ‘contextual communications’. It enables rich interactions that allow people to communicate seamlessly with each other *and* an application. And it’s this technology that holds the potential to have a significant impact on customer experiences and an agent’s ability to deal with customer contact effectively and proactively. So how is contextual communication being embedded into the contact centre now, and what advantages are being realised?
Read the full story at Engage Customer magazine to learn more about how customer engagement, key workflows and AI are all impacted by contextual comms.