You’re a contact center decision-maker. Perhaps you’ve been in that role a few years, maybe even much
longer. You’ve seen a lot of new technologies come along; some being game-changers, others long- forgotten. The longer you’ve been in that role, the more accustomed you’ve been to driving initiatives to invest in new technology.
Premises-based contact centers have typically operated in a parallel universe to the rest of the organiza-
tion, where most interactions are customer-facing instead of with co-workers across the business. Given the unique needs of contact centers, technology solutions have been purpose-built for customer service, and provided by a highly-evolved ecosystem of vendors. Many of these vendors operate solely in this space, and do not have much to do with the vendors that support the rest of the organi- zation’s technology needs.
This has long been the domain of contact center leaders, where technology buying decisions could be made without much consider- ation for the needs of the rest of the organization. So long as customer
service was handled entirely by the contact center, and so long as customer satisfaction was meeting expectations, there was really no reason to do things differently.
When new technologies come along, these leaders would view them through the lens of what’s best for the contact center. That approach has served both the contact center and the overall business fairly well, but technology change is faster now, and the impact is more substantive. As such, this insular approach to technology can undermine the benefit of adopting new technology, and that brings us to the latest must-have technology, Artificial Intelligence.
This article is posted at nice.com
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