The traditional contact centers have become obsolete against the new reality in that customer-company communication is 100% digital, so half of it will migrate to the cloud for 2022. The same as that, the new reality has entailed an exponential increase of the use of the artificial intelligence in the contact centers.
The companies nowadays are much more focused into offering an interactive experience and an excellence customer service. This trend, added to the impact of the crisis that forced a lot of contact centers to migrate to the cloud and to offer the possibility of teleworking to their operators, has increased exponentially the market of the contact centers in the cloud, that is estimated to reach 50.000 million dollars in 2025, as the ResearchAndMarkets data says. Deutsche Telekom analyzes the trends and the principal evolution points of the contact centers for this 2022, where migration to the cloud, artificial intelligence, cost saving and database security, will mark the principal action lines.
Cloud-based modernization
Traditional contact centers have become obsolete for the new reality in which company-client communication is 100% virtual. The difficulties in offering an omnichannel service and the search for greater security have made cloud solutions the main technology for migrating traditional contact centers. Migration to the cloud will be adopted by 50% of call centers in 2022, but the main challenge for companies is choosing the right cloud solution and the strategic partner to achieve this goal.
Increasing automatization through artificial intelligence
The new reality driven by the pandemic and secured in the last year has led to an exponential increase in the use of artificial intelligence in contact centers. The AI offers an immediate response in addition to a hyper-personalization of the message thanks to Natural Language Processing (NPL) technologies. In other words, the interaction with the virtual assistant is done in a natural and close way, which translates into a very positive customer experience.
The optimization of the call management process and the improvement in customer satisfaction will lead to an increase in the adoption of this type of application in the coming months, following the trend of last year, in which one in three companies implemented the interactive voice response, according to the latest data from “Statista”.
Data security and cost savings, a priority for companies
Confidentiality and data privacy are two pillars of vital importance for contact centers. For this reason, more and more centers are seeing the technology in the cloud that guarantees compliance with security legislation, while allowing access to all information remotely without endangering company information and their customers. In addition, the flexibility and scalability of the cloud, which offers the possibility of adapting the capacity of the system according to the needs and the different existing cloud modalities (public, private or hybrid), allows to save infrastructure costs for the fact of not having either installations or personal staff for the management o maintenance.
Advantages of cloud telephony
The market for cloud phone systems is constantly growing. From 2017 to 2022, cloud extensions will increase from 13 million to 26 million in Europe. Ease of use, total independence and reliability are the credentials of cloud phone systems.