These days, the latest enterprise contact center solutions seem less fun and inventive.
It's not because innovation has slowed. Instead, it has done the opposite.
Yet, everything appears through the lens of AI, and it can take hours to read between the lines and compare one solution with another.
As such, everything often swirls into a pool of sameness – and few innovations catch the eye.
Thankfully, some still do.
Sure, they may utilize AI, but they do so in a way that tackles common challenges creatively.
Here are ten fascinating examples of these contact center solutions for enterprises.
1. The Genesys Experience Index
As the years have rolled on, contact center measurements have remained deeply rooted in the past.
Still, service teams monitor the same metrics to track customer, agent, and business outcomes – which they benchmark over time to gain insight.
Yet, contact center leaders crave something more prescriptive. A solution goes beyond churning out scores, instead spotlighting issues and recommending fixes.
The Genesys Experience Index aspires to do precisely that by combining customer and employee sentiment data with industry standards from the vendor's CCaaS platform.
In doing so, it generates insights – many of which will support contact centers as they evolve their operations, helping them understand if they’ve made mistakes rolling out new software.
As Liz Miller, VP & Principal Analyst at Constellation Research, recently told CX Today:
That addresses the big gap between this picture of Nirvana that vendors love to show us.
2. Amazon Lex Automated Chatbot Designer
Amazon Lex is a conversational AI platform available as a standalone solution or an intrinsic part of Amazon Connect, AWS's CCaaS Platform.
The Automated Chatbot Designer takes advantage of the native integration – allowing contact centers to upload customer conversation transcripts from Connect and into Lex.
After, the solution analyzes those with machine learning and creates a chatbot prototype that service leaders can review, adjust, and deploy.
In addition, the Designer shares a list of associated phrases with the contact reason and suggests what additional information may be necessary to resolve the query. That may include customer, order, and policy details.
3. The Zoom Kiosk
Zoomtopia 2022 brought the launch of the Zoom Kiosk, a physical touchscreen kiosk that businesses can install across many settings. Users can then self-service their queries.
If they fail to do so, users route directly through to a helpdesk via video call - thanks to a Zoom Contact Center integration.
One possible use case is implementing in-store kiosks, where the contact center team operates the customer service desk.
Yet, early deployments suggest the solution is gaining most traction within office environments, connecting employees to the IT team.
As such, businesses don't need to establish a physical IT presence across each location. Instead, they can just implement a kiosk.
4. The ChromeOS Desk Connector
Decades since it first rose to the fore, vendors still band about the term a “single pane of glass” when discussing the agent desktop.
Why? Because it remains a significant challenge.
Recognizing this, the team at Google Chrome released its first contact center innovation: the ChromeOS Desk Connector.
Once the customer intent is clear, the innovation powers up a specific desktop layout on the agent’s screen, opening up every app the agent needs to resolve the query.
Post-contact, the desktop reverts to its default setting.
At the most recent Call & Contact Center Expo in London, Google Chrome shared more – as the video below showcases.
5. Ai CSAT by Dialpad
Dialpad does AI differently – i.e., it does everything in-house, not relying on third parties to support the development of its portfolio.
Instead, it has rolled up several vendors, expanded its AI expertise, and developed AI independently to gain greater control of feature releases.
That arrangement can spark inventive innovation – as its Ai CSAT solution exemplifies.
The solution assesses customer conversations and predicts real-time customer satisfaction (CSAT).