Making omnichannel servicing a reality
Cloud-based support offerings encompass a daunting array of options, including conversational AI, skills-based routing, workforce management, SMS texting, and so on. So, a prioritized roadmap is critical. But without the core infrastructure of a cloud-based contact center, financial institutions can't take advantage of many of these offerings in the first place, leaving customers short-changed, disappointed, and more likely to switch to a new provider.
What's more, the channels – and mix of channels – customers use are constantly changing, which makes a cloud-based contact center key to delivering true omnichannel servicing.
The number and types of channels for customer support are exploding – with Facebook Messenger, Apple Business Chat, and WhatsApp Business among the most recent additions.
And channels are evolving. Messaging, for example, has moved from synchronous (or continuous) to asynchronous, which allows conversations to be more open ended and resumed later. In addition, many channels now incorporate some degree of automation and AI for both agents and customers. For example, AI-powered agent-assist bots work side by side with customer service representatives, giving them information they need when they need it to help them respond to customer queries more quickly, accurately, and confidently.
The mix of channels that customers use is also fluid. And agents and organizations need to be able to meet customers where they are at any point in time. This is part of a necessary industry shift that Genpact's recent research study, Banking in the Age of Instinct, refers to as 'optimized reality.'
Cloud-based solutions enable financial institutions to seamlessly incorporate new capabilities into their customer support ecosystems and make omnichannel integration a reality.