Delivering a differentiated customer experience with advanced contact center solutions

In the future, when services will take centre stage, the contact center will lead the brand image and be the heart of any business model

Soma Tah
New Update
Capgemini’s World Quality Report 2018 shows Customer experience

The evolution of the customers drives the relevance of the contact center. Today, a customer, irrespective of its socio-economic background, is profoundly aware of its rights and its role in the economy. Every brand is dealing with an aware consumer, and therefore when it comes to managing a customer’s communication or query, a brand needs to do it with utmost care. A highly organized contact center plays a pivotal role in delivering perfect customer care service. Contact center solutions allow businesses to realize their best potential, helping brands tread with efficiency.

Evolution from contact center to experience center

There is no denying that contact centers have been at the forefront of innovation by organically emerging with the trends. From modest to multi-skilled workforce management, from voice to omni-channel setup, the establishment of performance management, automation, real-time authentication, customer journey analysis, and many other aspects have been introduced over the years.

With the combined power of technological and cultural trends, contact centers have emerged to deliver a differentiated customer experience, and they will continue to do so. Contact center solutions allow the executives to multitask and display customer service skills with ease. Having access to all the information in one place allows the executive to drive the narrative while still allowing customers to take the lead of the conversation, making them feel empowered.


The contact center solutions industry is constantly offering visionary solutions and is already helping them emerge as an experience center.

Personalized assistance & customer retention

Technology makes the world go faster, but it has also made the world more complex. A brand today can’t afford to go offline, even if it is 3 am. In this complex, connected world, contact centers equipped with the right set of technology are the saving grace for the brands. Unlike most aspects of the brand, the contact centers have to deliver solution basis the problems of tomorrow. With the right solution in place, brands can deploy technology to offer more personalized assistance, solving any queries without the intervention of human support. Of course. More complex issues need the involvement of a human to resolve the matter, but many simple queries can be well-handled with tailor-made solutions to elevate communication and retain customers. 

Cost reduction & seamless operation

With mundane task taken over by technology, the workforce at the contact center can be utilized for more productive and strategic work. This will result in role expansion of the center as well as the agents. The workforce can be trained to deal with other complex issues and queries, elevating the overall performance and support extended to customers. The contact center would no longer deal with emergency or negative experiences but will also drive proactive, positive customer interaction. Their importance can be put equal to sales and marketing that primarily helps in winning and retaining customers. Playing multiple roles at a single point, contact or experience centers can cost-effectively drive sales.

Self-service to make the customer feel empowered

In the future, companies can only win a customer purely basis the experience they deliver. Customers will have the power to walk away whenever they wish to, and therefore, it will become essential for a brand to deliver an impeccable experience every time. The contact center will prove to be a critical factor in doing so. Contact center solutions enable self-service mechanisms that make customers feel empowered in their relationship with the brand.

In the future, services will take center stage, and product companies will transit into a product + service company. Here, the contact center will lead the brand image and be the heart of any business model as it will evolve further to deal with far more complex problems.

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