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Next-generation Contact Centers Powered by Unified Communication Platforms

 

Annamalai Anbukkarasu

Head, Digital and Emerging Technologies, Technology Advisory Group, BFSI, TCS

Pranav Karkare

Enterprise Architect, Technology Advisory Group, BFSI, TCS

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Embracing unified communications platforms for improved customer experience

The financial services industry is looking at contact center transformation leveraging unified communications platforms (UCPs) that would facilitate continuous engagement across the customer lifecycle. Banks are exploring contact-center-as-a-service (CCaaS) or communication-platform-as-a-service (CPaaS) with built-in opti-channel support and AI capabilities to enhance customer service.

The building blocks for modernizing contact center infrastructure and transitioning to UCPs are:

  • Cloud infrastructure: Utilizing the underlying infrastructure to deliver both technical and commercial benefits
  • Opti–channel strategy: Accurate routing of customer queries
  • Self-service with human-machine interplay: Self-service bots and NLP backed IVR systems
  • Employee experience: Enhanced experience for intermediaries as well as employees
  • Advanced analytics: Enable contextual and personalized servicing
  • Operations transformation: Adopt AI-enabled WFM tools and advanced mechanisms

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