The CX Leaders’ Panel Discussion Series

AI-driven omnichannel contact centres: Efficiency & cost savings with unified communications

The modern customer expects a seamless and personalised experience across multiple channels, making cloud-based contact centers a powerful driver of business growth and a competitive differentiator for customer interactions. Cloud-based contact centers provide a flexible and scalable omnichannel platform optimised for voice and video, SMS, and webchat. They offer businesses a centralised location for interactive voice response, call routing, screen sharing, and video conferencing, creating a seamless and efficient customer service experience. With remote-friendly infrastructure and scalable solutions, enterprise cloud contact centers have become the collaboration platform of choice for the growing hybrid workforce. During the event, we will discuss how cloud-based contact centers can help you address challenges such as improving customer satisfaction scores (CSAT), increasing first contact resolution (FCR), improving net promoter score (NPS), decreasing abandon rates, improving operational performance while keeping costs down, and minimising staff turnover.

With a focus on delivering exceptional and timely responses to your customers, we will demonstrate how incorporating AI and machine learning into your customer service platforms can streamline communication channels and provide customers with a more personalised experience. By leveraging the power of the cloud, companies can improve CX, and achieve greater operational efficiency, and cost savings. Investing in cloud-based customer service is essential for any call centres/business processing outsourcing (BPO) companies looking to optimise its customer service strategy and stay ahead of the competition.

• What are some best practices and strategies that companies can use to ensure a successful transition to cloud-based customer service, and how can they reap the benefits of this technology while minimising potential challenges or risks?
• How can companies leverage AI and machine learning to enhance customer engagement and communication channels?
• What are some best practices for implementing and optimising a cloud-based customer service strategy to improve CX and operational efficiency? How can companies effectively integrate omnichannel capabilities into their cloud-based customer service strategy to provide a seamless and personalised experience across multiple communication channels?