Equipping the Contact Center of the Future

Tom GoodmansonBy Tom Goodmanson|Mar.29th, 2017

In the last few years, we’ve seen companies—old and new, large and small— across every major industry fundamentally shifting the way they do business to be laser-focused on the customer. They have come to realize that “the age of the customer” is more than a phrase, it’s a business reality, and they’ve learned that:

  1. The customer experience is their only real competitive differentiator.
  2. In order to positively shape the customer experience, they must be able to meaningfully engage with customers in every stage of the lifecycle.

 
As these essential business axioms have moved to the forefront of business consciousness, so too has the importance of the contact center. Where once this business group was seen as an outdated backend function useful for little more than fielding and neutralizing customer complaints, today, when equipped with the right technology, it is regarded as an indispensable business unit and invaluable driver of customer insights. While many contact centers have effectively shifted their mentality from reactive to proactive and predictive, technology typically lags. Many organizations feel stifled by outdated, legacy technologies and are instead turning to more modern, flexible solutions that allow them to meet the expectations of the modern consumer. Nothing underscores this shift more boldly than the rise of the Contact Center as a Service (CCaaS) market and the contact center “tech stack” that makes it sing.

According to Gartner, CCaaS is one of the fastest growing service markets in North America. With CCaaS, any business can configure and deploy a fully-functioning contact center, of any size or complexity, within a matter of minutes—regardless of pre-existing infrastructure. It is literally a stick of dynamite to what traditionally has been a high barrier to entry for businesses to build and manage a contact center. Companies like Amazon Web Services (AWS) are at the forefront of making it all possible with offerings such as Amazon Connect, AWS’s new cloud-based contact center service that was announced this week at Enterprise Connect.

While this development in speed-to-market is truly exciting, especially for businesses looking to scale customer service operations, what’s even more exciting is the possibility to integrate powerful tools, such as Calabrio, that leverage the voice of the customer to uncover insights that drive value across the business. For many organizations this type of customer intelligence has been inaccessible.

Anyone who knows Calabrio knows we’ve always been committed to providing our customers with the most innovative, modern solutions available. And today, we are pleased to announce that we are keeping true to that commitment by integrating Calabrio ONE with Amazon Connect. With Calabrio, Amazon Connect customers can be confident that contact center employees are equipped and motivated to provide the experience customers desire whenever and wherever—all delivered through Amazon Web Services.

As the only fully multi-tenanted cloud workforce optimization (WFO) suite on the market, Calabrio ONE—including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics—provides the single view of customer interactions that is so critical in driving an improved customer and employee experience. It is our pleasure to provide all Amazon Connect customers with this single view, and it is our hope that it will not only allow them to navigate but truly thrive in the hyper-competitive environment for customer loyalty.

To read more about Amazon Connect, see the company’s announcement.

Learn more about how the Calabrio ONE cloud platform is modernizing contact centers in the age of the customer, download the Definitive Guide to the Modern Contact Center.

 

Customer Experience Update