In the current business climate, C-level executives face the challenging task of maintaining growth while simultaneously cutting costs. With so many new technologies on the market, it can be hard to decide what technology will deliver the most value and highest return on investment.
Alok Kulkarni, Co-Founder and CEO at Cyara, a leader in customer experience (CX) agrees that investing in new technology can help bring about future success and growth for an organization. He believes that those investing in cloud-based contact centers, self-service and quality assurance have the greatest potential for the most ROI.
Legacy on-premise businesses are quickly becoming a thing of the past, as about 75% of contact centers are planning to move their operations to the cloud. This shift is being driven by the flexibility offered by cloud-based contact centers to provide more multi-channel service delivery and operate across a globally dispersed workforce. It also enables contact centers to access powerful reporting and analytics tools, including the ability to view multiple data types at once, instead of in silos. Ultimately, the cost savings of moving to the cloud makes it an obvious choice.
At the same time, customers are expecting more self-service options and preferring not to interact with human service agents if they can help it any longer. Chatbots and interactive voice response (IVR) systems are becoming an increasingly more common tool, powered by conversational AI, to provide customers with these self-service options. This technology can ensure round-the-clock customer service and handle multiple customer queries, freeing up service agents to focus on more in-depth and technical matters.
Continuous quality assurance (QA) is the key to success in this realm. AI-powered technology must continually be monitored and tested to guarantee customers a seamless experience. Without regular QA, customer satisfaction is at risk and businesses are left open to costly mistakes.
Having the right technology isn’t just about cost savings – it’s also about creating an excellent customer experience. Companies should strive to strategically invest in reliable cloud, self-service and QA technology to maximize their return on investment and ensure a successful customer experience.
Cyara is a world-renowned brand trusted by leading companies worldwide to evaluate and guard the assurance and quality of their customer experience. Founded in 2012 by Alok Kulkarni, Cyara provides automation based solutions, performed real-time tests, and monitors and assesses customer experience channels.
