These days, the latest enterprise contact center solutions seem less fun and inventive.
It’s not because innovation has slowed. Instead, it has done the opposite.
Yet, everything appears through the lens of AI, and it can take hours to read between the lines and compare one solution with another.
As such, everything often swirls into a pool of sameness – and few innovations catch the eye.
Thankfully, some still do.
Sure, they may utilize AI, but they do so in a way that tackles common challenges creatively.
Here are ten fascinating examples of these contact center solutions for enterprises.
1. The Genesys Experience Index
As the years have rolled on, contact center measurements have remained deeply rooted in the past.
Still, service teams monitor the same metrics to track customer, agent, and business outcomes – which they benchmark over time to gain insight.
Yet, contact center leaders crave something more prescriptive. A solution goes beyond churning out scores, instead spotlighting issues and recommending fixes.
The Genesys Experience Index aspires to do precisely that by combining customer and employee sentiment data with industry standards from the vendor’s CCaaS platform.
In doing so, it generates insights – many of which will support contact centers as they evolve their operations, helping them understand if they’ve made mistakes rolling out new software.
As Liz Miller, VP & Principal Analyst at Constellation Research, recently told CX Today:
That addresses the big gap between this picture of Nirvana that vendors love to show us.
2. Amazon Lex Automated Chatbot Designer
Amazon Lex is a conversational AI platform available as a standalone solution or an intrinsic part of Amazon Connect, AWS’s CCaaS Platform.
The Automated Chatbot Designer takes advantage of the native integration – allowing contact centers to upload customer conversation transcripts from Connect and into Lex.
After, the solution analyzes those with machine learning and creates a chatbot prototype that service leaders can review, adjust, and deploy.
In addition, the Designer shares a list of associated phrases with the contact reason and suggests what additional information may be necessary to resolve the query. That may include customer, order, and policy details.
3. The Zoom Kiosk
Zoomtopia 2022 brought the launch of the Zoom Kiosk, a physical touchscreen kiosk that businesses can install across many settings. Users can then self-service their queries.
If they fail to do so, users route directly through to a helpdesk via video call – thanks to a Zoom Contact Center integration.
One possible use case is implementing in-store kiosks, where the contact center team operates the customer service desk.
Yet, early deployments suggest the solution is gaining most traction within office environments, connecting employees to the IT team.
As such, businesses don’t need to establish a physical IT presence across each location. Instead, they can just implement a kiosk.
4. The ChromeOS Desk Connector
Decades since it first rose to the fore, vendors still band about the term a “single pane of glass” when discussing the agent desktop.
Why? Because it remains a significant challenge.
Recognizing this, the team at Google Chrome released its first contact center innovation: the ChromeOS Desk Connector.
Once the customer intent is clear, the innovation powers up a specific desktop layout on the agent’s screen, opening up every app the agent needs to resolve the query.
Post-contact, the desktop reverts to its default setting.
At the most recent Call & Contact Center Expo in London, Google Chrome shared more – as the video below showcases.
5. Ai CSAT by Dialpad
Dialpad does AI differently – i.e., it does everything in-house, not relying on third parties to support the development of its portfolio.
Instead, it has rolled up several vendors, expanded its AI expertise, and developed AI independently to gain greater control of feature releases.
That arrangement can spark inventive innovation – as its Ai CSAT solution exemplifies.
The solution assesses customer conversations and predicts real-time customer satisfaction (CSAT).
Not only does that remove the need for irritating post-call surveys, but it also allows service leaders to pinpoint the drivers and blockers to customer satisfaction.
From a workforce engagement management and customer experience design perspective, that is potentially powerful information.
6. NICE Enlighten Journey Orchestration
Intent data – which tells leaders why customers reach out to the contact center – holds incredible value.
NICE has used decades-worth of this data to build a live intent recognition engine.
The CCaaS vendor has paired this with a tool that assesses successful journeys and recognizes the paths to positive customer outcomes across various intents.
Together, these solutions identify the optimal resolution route in real-time and help live agents steer customers in the right direction.
Moreover, they may factor in customer sentiment – with NICE bringing these capabilities together inside its Enlighten Journey Orchestration solution.
7. AI Insights by Five9
Generative AI promised to pull contact center innovation in different directions.
Yet, every contact center vendor immediately headed down the same path: auto-summarizing customer contacts to speed up wrap time.
The application brings clear-cut benefits to end-users. Nevertheless, Five9 bucked this trend by introducing an AI Insights solution – alongside such an auto-summarization tool.
AI Insights combines real-time transcription with ChatGPT to interpret customer interactions and categorize them by intent or another trait.
In doing so, the solution strives to surface automation and process improvement opportunities – which, if acted upon, may reduce handling times and cut down on contact volumes.
8. Einstein GPT (Knowledge Article Auto-Generation)
Service Cloud is Salesforce’s CRM for contact centers – which it recently infused with Einstein GPT, bringing generative AI to the platform.
Of course, the first port of call was auto-summarization. Yet, the vendor also released a solution that harnesses GPT to parse through customer conversation transcripts.
By doing so, Einstein GPT auto-generates knowledge articles for review, which team leaders or experienced agents can assess, edit, and publish.
As a result, contact centers can continually manage the knowledge base, fill gaps, and quickly create support material for emerging issues.
Pair these new articles with the agent-assist tools already in Service Cloud, and contact centers can proactively serve support materials to agents in real-time.
That offers helpful information to fall back on when agents are unsure of how to handle a query.
9. Bandwidth Maestro
Contact centers that wish to work with one vendor and converge their CCaaS and UCaaS platforms will settle for a lesser solution in one of those areas.
Alternatively, they must stitch together specialist solutions and develop cross-platform workflows.
Yet, Bandwidth Maestro presents a third option. The solution acts as a connectivity fabric allowing businesses to leverage best-of-breed CCaaS and UCaaS platforms in tandem.
So, an operation can combine the likes of NICE and Genesys with Zoom and Microsoft.
Moreover, users may even bring third-party CPaaS and conversational AI tools into the fold, with Cognigy an excellent example of the latter as a Magic Quadrant leader in that market.
10. The Verint Open CCaaS Platform
The other enterprise contact center solutions on this list have been precisely that: solutions. Yet, Verint Open CCaaS is different; it’s a fully-fledged platform.
What makes it so fascinating is that Verint has developed the platform – first launched in June 2023 – differently from other market juggernauts.
Instead of starting with telephony and then building workflows, Verint has flipped it – focusing first on designing the ideal workflows.
“That is a noble pursuit and one that has to happen,” according to Miller.
“Yet, in of itself, that can be really hard. Having to take that telephony backbone and make it fit for agents, supervisors, and leaders that could be an awkward expansion and transition.”
That said, Verint is an expert at tying together customer service flows, and bring-your-own-carrier (BYOC) models are on the rise. As such, it’s a fascinating endeavor.
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