Intelligent automation in the telco contact center

Telco contact centers have been under increasing pressure because of customer experience (CX) transformation, adoption of new technology, mergers and acquisitions, the shift to cloud architecture, and customers’ rising expectations of world-class service. With an expansion in channels to reach customers and major changes in the mix of services offered by communications service providers (CSPs), the contact center agent’s job has never been more complex. Employees working in these channels are managing an expanding product catalog and cross-channel interactions with customers, along with a broader range of care and support scenarios. They are increasingly assisted by maturing tools like chatbots and early uses of AI for prediction and personalization. Many employees have also been part of major business reorganizations that aim to implement customer-centric operations and reward Net Promoter Score (NPS) improvements. In addition to leveraging data from our CX survey, this report includes first-hand accounts from CX, IT and contact center leaders from nine CSPs about the changing role of the contact center in CX. It also validates market trends and lays out the pros and cons of new technology like AI and robotic process automation (RPA). Read it to understand:

• How the CX environment, the agent’s role and tools are changing
• How CSPs are shifting to a WFH model for call center agents as a result of Covid-19
• What the needs are of a remote agent workforce
• How CSPs are using AI, RPA and chatbots to assist agents and do more for customers
• How CX measurement is shifting from traditional quantitative metrics to a focus on outcome-based metrics