Contact Center as a Service (CCaaS) platforms were introduced with high expectations: rapid AI innovation and new engagement channels. Yet, a decade after their debut, the customer service experience remains largely unchanged. Customers still endure repetitive questions, long wait times, and the frustrations of traditional Interactive Voice Response (IVR) systems.

Thankfully, some forward-thinking contact centers are challenging the outdated “press one for this, press two for that” model. As a McKinsey & Company report highlights, “IVR systems are evolving from dumb menu systems into smart ‘voicebots’.”

Smart voicebots are transforming the way contact centers handle customer inquiries. These AI-driven bots can understand customer intent through natural language processing, routing them to the most appropriate agent—whether live or virtual—via their preferred communication channel.

Innovative contact centers are taking this technology a step further. By engaging with customers while they wait, voicebots can gather important information about their queries. This pre-emptive data collection allows agents to begin conversations with a clear understanding of the customer’s needs, reducing the interaction time by up to 45 seconds and improving overall satisfaction for both customers and agents.

Modern contact centers are not just enhancing the customer experience within existing channels but are rethinking the entire interaction process. Gurpreet Singh Kohli, SVP and Global Head of Telecom & Networks at HCLTech, advocates for proactive escalation based on customer needs. For instance, if a phone call would better resolve a customer’s issue than a live chat, the system should facilitate a seamless transition to a call.

This approach may seem counterintuitive since channels like live chat are typically cheaper. However, by analyzing key metrics such as average handling time (AHT), first contact resolution (FCR), and quality scores, contact centers can determine when a prompt escalation will actually reduce costs and improve service.

Looking ahead, Kohli envisions a future where customer contact handling focuses on intent-level journey orchestration. This strategy involves identifying the most common customer queries and designing the optimal resolution process, blending human expertise, AI, and various communication modalities.

Consider a scenario where a customer reports a broken order. The future contact center might verify the customer’s identity through fingerprint recognition, request a photo of the damaged item, and use image recognition AI to confirm the issue. An automated workflow could then initiate a recall and send a replacement. This streamlined process not only enhances efficiency but also reduces the need for multiple, separate workflows across different channels.

Transitioning to intent-level journey orchestration can be daunting. However, HCLTech offers invaluable support. With a global network of contact center consultants, extensive expertise, and strategic partnerships, HCLTech helps organizations innovate and create the next generation of contact centers.

For more information on how HCLTech is enabling the evolution of contact centers, visit their website and discover the future of customer experience.