Customer behavior keeps changing, so does the contact center industry…
Now, contact centers need to:
- Increase channels
Today’s contact centers are going beyond just voice calls and emails, and adding chat, social media and even delivering work tasks
- Increase access to data
In addition to company databases, data is coming from customer mobile devices, company products, and contact history. Further, this is arriving in real-time.
- Increase customer focus and engagement
With the increase in data comes an increase in the possible actions.
What can you do to satisfy your customers?
One thing is clear – you need more sophisticated routing abilities.
Routing is the core technology in contact centers, and is responsible for identifying and delivering interactions (and more recently – work items) to move the customer journey along.
Routing complexity is increasing, as more data points become available. These need to be accessed in real-time in order to make right decisions. Further, routing logic needs to support the other supporting contact center technology, such as reporting and WFM, which are more complex and can be difficult to manage and change.
SWIFT Routing enables common / best practices in routing, while the templates do the same but allow more complex solutions. This is not fluff. These are components developed by Aria’s well experienced team that allow us to develop more capable and more adaptable CC solutions for our clients.
Some components include the ability to use historical data about the customer from company databases, such as purchase history and profile info, as well as previous contact related to previous interactions related to the transaction, i.e. the journey.