Caperio AI Performance Platform
  • U.S.A. : 1 (470) 655-6318
    • Brasil : (+55) 11-97506-0418
  • Nuestro Propósito
  • Plataforma
  • Soluciones
  • Red de Socios
  • Precios
  • Aprender
  • Nosotros
CONTACT US
  • Contact Centers
  • Oct 13

Global Contact Center Industry Meets COVID-19 Challenge with Remote Work, Automation, AI

Global Contact Center Industry Meets COVID-19 Challenge with Remote Work, Automation, AI

Original article available here.

ISG Provider Lens™ report finds providers with digital capabilities, including cloud platforms, held strong advantage when responding to sudden changes in call volumes

STAMFORD, Conn., Oct. 12, 2020 (GLOBE NEWSWIRE) — The global effects of the COVID-19 pandemic have forced contact centers to quickly change the way they operate and sharpened interest in new technologies to address shifts in demand and consumer behavior, according to a new report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2020 ISG Provider Lens™ Contact Center – Customer Experience Services global report found lockdowns triggered by the pandemic drove call volumes sharply higher in some industries but down in others, while at the same time forcing providers to adopt work-at-home arrangements virtually overnight. As more consumers turned to non-voice digital channels, companies embraced cloud platforms and artificial intelligence (AI) to better provide a scalable omnichannel experience.

“Companies are still adapting to the effects of lockdowns on work models and communication,” said Jan Erik Aase, director and global leader, ISG Provider Lens Research. “In a disruptive time like this, enterprises need to deliver the best customer experience, with more personalization, to preserve brand loyalty. Enterprises that use technology to deliver a better customer experience can set themselves apart.”

The dramatic shift in buying and communication patterns among end users this year is likely to be irreversible, ISG says. With wait times and call abandonment rates rising, customers of all ages are adopting digital channels such as email, social and asynchronous messaging for immediate customer service.

Interest in cloud contact centers has grown even among legacy-heavy companies, as providers already using cloud platforms adapted more quickly to remote work requirements and were better able to provide effective omnichannel experiences, ISG says. Cloud solutions today are built with a full technology stack that includes tools for better workforce management as well as analytics, AI and machine learning (ML) to enable more personalized services.

The pandemic led to a sharp spike in the use of automation, with companies turning to conversational AI or bots for basic query resolution amid the disruptions. With automation becoming a necessity, many companies plan to scale up these capabilities while giving agents more specialized skills to field complex inquiries, the report says. Advanced analytics, including more complete background information on callers, is also becoming increasingly important. AI-powered speech, text and sentiment analytics and customer behavior prediction are enabling more meaningful conversations.

While the growing use of remote work can offer providers advantages, including lower costs and a larger potential workforce, it has also brought challenges related to training, agent motivation, background noise and security. Companies are turning to facial recognition, auto screen lock, voice biometrics, VPNs and other tools to tighten the security of work-from-home and bring-your-own-device (BYOD) operations. AI will play a role in this area, too, ISG says. With advances in technologies for remote work, a healthy mix of remote and brick-and-mortar working models is expected to emerge, according to the report.

Caperio AI Performance Platform

Caperio AI cloud based performance platform automates the objective analysis of all streams across voice, text, chat, and support using speech analytics mixed with ensemble machine learning and pattern matching algorithms.

Search

Recent Posts

  • How AI Can Transform Contact Centers’ Unstructured Content
  • Google Brain Introduces Symbolic Programming + PyGlove Library to Reformulate AutoML
  • How Call Centers Can Thrive by Successfully Managing the Unexpected with AI
  • 10 Unique Use Cases for Speech Analytics
  • How AWS is staking its claim on tomorrow’s contact centers

Recent Comments

    Archives

    • marzo 2021
    • febrero 2021
    • enero 2021
    • diciembre 2020
    • noviembre 2020
    • octubre 2020
    • septiembre 2020
    • agosto 2020

    Categories

    • Sin categorizar

    Meta

    • Acceder
    • Feed de entradas
    • Feed de comentarios
    • WordPress.org

    Subscribe to Our Blog

    I want the latest update in...

      Latest Post

      How AI Can Transform Contact Centers’ Unstructured Content

      How AI Can Transform Contact Centers’ Unstructured Content

      • marzo 18, 2021
      • [rt_reading_time postfix="mins read" postfix_singular="min read"]
      Google Brain Introduces Symbolic Programming + PyGlove Library to Reformulate AutoML

      Google Brain Introduces Symbolic Programming + PyGlove Library to Reformulate AutoML

      • febrero 5, 2021
      • [rt_reading_time postfix="mins read" postfix_singular="min read"]
      How Call Centers Can Thrive by Successfully Managing the Unexpected with AI

      How Call Centers Can Thrive by Successfully Managing the Unexpected with AI

      • enero 8, 2021
      • [rt_reading_time postfix="mins read" postfix_singular="min read"]
      10 Unique Use Cases for Speech Analytics

      10 Unique Use Cases for Speech Analytics

      • diciembre 14, 2020
      • [rt_reading_time postfix="mins read" postfix_singular="min read"]

      Follows Us

      Company

      • About us
      • Careers
      • Learn
      • Blog
      • Contact us
      • Privacy Policy

      Platforms

      • Caperio AI Engine
      • Business Scenario Libraries
      • Caperio Workbench
      • Integrations

      Support

      • Help Desk
      • Knowledge Base

      Community

      • Webinars
      • Faq’s

      Contact

      • support@bossanovadata.com

      © 2025. Copyright BossaNova