Connect with these Trends in 2014!

 
As 2013 draws to a close, we can definitely say that the technology and telecommunications industry has rapidly grown with new products, software, and services. We in the telecommunications industry can only imagine what’s to come in 2014!

Here are five contact center trends we can expect in 2014:

1. Moving to the cloud:

Early adopter companies started their movements to the cloud in earnest in 2012- two years earlier than predicted. Companies, regardless of size, are now adopting the cloud as standard. Every IT RFP now has a cloud provider requirement.

2. Self-service in the Contact Center:

Contact Centers need to use big data and smart analytics to develop better call workflows. This will achieve an improved self-service model – one that puts the customer at the center.

3. Growth of Mobility and Mobile Apps:

A rich two-way mobile experience expands your customer service, extends your marketing reach, and improves capabilities within the contact center. Business apps will continue to grow.

4. Socially Accepted:

Although social media for customer care hasn’t taken off yet for contact centers— in 2014, expect it. Companies will start embracing social customer care and engage on more of their customer preferred communications channel.

5. Big Data Gets Bigger:

Incorporating multiple sources of information, like mobile phone numbers and messaging channels into contact center data will drive premiere customer engagement and improve the customers’ experience.