Written by Allie Delos Santos
Customer service standards have changed over time. Companies must reimagine their support service from the consumer’s point of view to keep up with growing customer expectations. Digital transformation, personalization, and analytics are the key to successful customer service.
Learn how contact center as a service (CCaaS) paves the way for digital transformation to improve customer experience by reading the article through to the end.
How Does a Cloud-based Contact Center Help Accelerate Digital Transformation?
A key to successful digital transformation is using the right technologies. A cloud-based contact center with call deflection, automation, and customization features optimizes your old-fashioned customer service to accommodate growing demand.
Customer expectation is higher than ever. Customers want timely and unique support across all digital mediums. They expect the interconnection of all platforms, whether via self-service or speaking to an agent.
Cloud-based contact centers offer a range of consumer data to analyze and act on across a single console. That includes client feedback from email, chat, social media, phone calls, interactive voice response (IVR), and other touch points. A complete overview of customer behavior helps agents deliver personalized, relevant, and real-time support that resolves problems efficiently.
Moreover, a cloud-based contact center is not a siloed, multichannel solution. Rather, it uses omnichannel support that delivers a 360-degree overview of the entire client journey.
Six Ways Cloud-based Contact Centers Embrace Digital Transformation
More than 84% of employers plan to digitize processes. However, digital transformation is a long process and requires the right technology, platform, strategy, workflow, service provider, integration partners, and consumer data. It’s about prioritizing business aspects that support transformation.
Take a look at how a cloud-based contact center expedites digital transformation.
1. Getting Superior CX with Multifactor Authentication
Identity authentication and verification of clients are the backbones of successful customer service. With digital transformation, verification policies and methods assume more relevance in protecting transactions and calls.
Here are reasons multifactor authentication is important in digital transformation.
- Relying on single-factor authentication, such as one-time passwords (OTPs) and knowledge-based authentication (KBA) is less safe and more at risk of errors.
- Better authentication that eliminates KBA improves customer satisfaction and Net Promoter Scores (NPS).
- Using multiple synergistic factors such as automatic number identification (ANI), voice, behavior, devices, and risk improves confidence in the authentication method.
- Multifactor authentication lets customers identify themselves across various platforms.
- Continuously authenticating clients across platforms streamlines the verification process and improves customer experience.
2. Using Voice Biometrics
A reputable cloud-based contact center uses deep neural network-based voice biometrics. This technology is vital in omnichannel, cohesive, and client-focused customer service.
Here are some ways voice biometrics benefits you.
- Voice-based interactions replace manual and time-consuming work, improving productivity and efficiency.
- Voice biometrics protects contact centers from malicious actors with replay attacks, deep fakes, or synthetic voices.
- Contactless voice interactions enhance customer satisfaction by letting them authenticate themselves in circumstances where other active methods are not applicable or feasible.
- A seamless, passive, and frictionless voice biometric tool enables the authentication and identification of clients via phones, mobile apps, chatbots, and IoT devices.
3. Leveraging Machine Learning and AI
No other technology is as vital to digital transformation as artificial intelligence (AI). About 52% of companies are accelerating their AI adoption.
Contact centers use machine learning to automate and route interaction across the team. Additionally, machine learning tools deliver real-time analytics for better decision-making that improves customer experience.
Here are some ways machine learning and artificial intelligence help.
- Optimized and well-trained machine learning tools offer a large amount of intelligence on consumer identity, behavior, and patterns. Businesses use such intelligence to make smarter call routing, personalization, and authentication decisions.
- AI is essential to analytics, chatbots, and workflow optimization tools. It helps organizations work in a scalable and efficient manner.
- Deep learning, automated speech recognition (ASR), robotic process automation (RPA), and natural language processing are key to speech and intent recognition, customer authentication and identification, and managing interactions in an omnichannel environment.
- Robust AI datasets, models, and learning environments are crucial to guarantee effective automation that drives digital transformation.
4. Boosting Self-service Options
A cloud-based contact center increases customer access to self-service across multiple platforms.
The ability to use self-service options is the linchpin of digital transformation. Better self-service with stronger protection helps with customer satisfaction, reduces costs, and improves the management of ticket capacity.
Here’s why self-service options help with digital transformation.
- The number of customer tickets has increased post-pandemic. The burden on representatives has increased with limited agent capacity, creating longer wait times and queues.
- Giving customers self-service opportunities alleviates the burden on agents and shortens wait time.
- IVR is often underutilized. Containing more calls in IVR with self-service options improves agent efficiency and lowers the cost of agent call handling.
5. Offering a Personalized Customer Experience
Personalizing consumers’ support experience is an integral part of digital transformation. Personalize the experience by recognizing the caller’s identity in the initial greeting or giving them a custom menu of products or services based on previous behavior patterns.
Here are other ways to personalize the customer experience.
- Use tools such as spoof detection and ANI validation to analyze the risk of incoming calls. Low-risk calls have less intrusive authentication processes with fewer OTPs or KBA. Doing so ensures more satisfactory authentication processes for high call traffic.
- Personalize agent greetings and menus in the IVR based on the customer’s authentication feedback, enrollment profiles, and the contact center’s verification processes.
- Personalize verification processes for each customer based on their enrollment profiles and risk variance. That can include no KBA for low-risk signals and trusted customers with enrolled profiles. Conversely, higher-risk callers get stricter authentication policies.
6. Protecting Contact Centers With Fraud Detection
Every digital transformation’s core includes keeping out fraudsters and preventing identity thefts and data breaches. Cybersecurity accidents lead to monetary loss and a negative brand reputation.
Cloud contact centers with strong fraud detection protect your organization from thieves and malicious actors.
Here are a few things to remember.
- Using risk signals validates customers without enrollments, saving time and money.
- Vulnerable platforms such as IVR require more protection. Protecting IVR helps prevent fraud and increases the confidence of callers.
The Bottom Line
Digital technologies occupy everyone’s lives. Customers demand unique experiences and expect support to be available at each point of interaction.
Contact centers remain proactive because technology is interconnected, anticipating and preventing customer issues. Digital technologies for call deflection, personalization, analytics, and automation turn legacy call centers into future contact centers.
Companies achieve full digital transformation with the right technology, a cloud-based contact center, and agent training. Embracing the cloud is the key to delivering memorable service, standing out from the crowd, and attracting new businesses.