The year 2020 has set the phase for marvelous growth in the adoption of cloud contact centers for the years to come. In varying times, all centers are transforming to a cloud contact center model that is extremely flexible. In the recent state to find out the top cloud contact center trends can be a difficult process that businesses can achieve more in less by investing. Now that cloud contact centers have begun to substitute on-premise centers, you must know about the list of cloud center trends that the brands should watch out for in 2022.
CLOUD-BASED CONTACT CENTERS WITH MULTI-CHANNELS
The omnichannel contact center is not new for the industry but this has become one of the top cloud contact center trends for businesses converting their brands into experience hubs. With this multi-channel trend, brands can deliver a combined customer interaction experience across numerous platforms. An entirely incorporated omnichannel offering is the future of cloud contact centers. This will assist the businesses to surpass customers’ increasing expectations. With a pool of diverse channels like email, voice, video chat, social media, in-app chat, etc., your business process will be able to distribute segregated customer experiences in 2022.
IMPLEMENTATION OF CLOUD-BASED VIDEO CONTACT CENTER
With the demand for face-to-face interaction, businesses have led towards a rethinking of their customer engagement strategy. Video software is also a top cloud contact center trend for contact centers to solve customer problems faster and hence drive customer trust with human like interactions. This software is win-win for businesses as it enables them to:
❖ Reduce cost by replacing physical assemblies with video interventions
❖ Increase first call resolution and efficiency with quality monitoring
❖ Win the trust of customers by cultivating the contact center
BOT IS THE NEW NORMAL
The new normal way is to interact with the customers when and where they want to be served. Demanding from the business processes to become practical and provide round the clock customer support. The overview of voice bot and chatbot, at large, is one of the most embraced top cloud contact center trends that businesses are leveraging to tackle customer queries without human intervention.
INCREASE OF REMOTE CONTACT CENTER STAFF
Could afford has now become the new normal that was a luxury in earlier times. This software has made it possible for business processes to think of hiring remote workers across the globe without having to invest in any corporeal infrastructure. Hiring a different staff has various benefits such as providing a native experience to the customers, catering to the ongoing requirements of the business without having to put in the capital for infrastructural keenness.
MORE EMPHASIS ON RESERVES
Uncertainty is one of the key lessons that 2020 has taught to every business and profession. In the year 2022, businesses expect more emphasis on solutions with a focus on efficiency. Now that most of the businesses are planning to go remote, one of the emerging top cloud contact center trends is cost-effective in contact center operations.
With the changing trends and aggressive move to cloud infrastructures, research indicates that the global public cloud market will reach an annual growth rate of 35%, as the cloud continues to take center stage.