Hybrid work has become the new norm for countless companies. Even without the restrictions of the pandemic to think about, business leaders and their employers have fully embraced the benefits of flexible employment. In the contact center space, organizations are embracing hybrid work as a way of reducing costs, improving productivity, and ensuring business continuity.
CCaaS platforms, offering flexible access to communication tools through the cloud, are widely regarded one of the most critical tools required for companies embracing hybrid work. They ensure employees can stay productive wherever they are, streamline knowledge sharing, and provide end-to-end visibility into performance metrics and customer service.
As the hybrid work environment continues to grow, many CCaaS vendors are also implementing new tools and features, specifically designed to empower flexible staff. Here are some of the hottest trends influencing the evolution of CCaaS for the age of hybrid work.
1. The Convergence of Cloud Platforms
Hybrid employees in the contact center are reliant on a variety of different tools and services to not only serve customers, but stay productive and efficient. Increasingly, companies are beginning to discover the disadvantages of the disconnects between cloud platforms for contact center management, unified communications, and other essential tools.
As a result, many vendors are beginning to align their “as-a-service” portfolios, to provide hybrid employees with a comprehensive, digital work hub. According to one report, around 22% of companies changing their communication providers at the moment are doing so to access an integrated UC and CC platform.
However, many modern platforms are unifying not just UC and contact center tools, but also CPaaS platforms (with APIs), and integrated technologies for workforce management, enterprise resource planning, and customer relationship management. Going forward, it’s likely the demand for cloud convergence will continue to grow for the new age of hybrid work.
2. Integrated Workforce Management Tools
While flexible hybrid and remote work strategies can deliver numerous benefits to business leaders, these landscapes do come with new challenges to address, particularly in regard to managing staff. To effectively keep track of employee workflows, and ensure all teams can perform as productively as possible, business leaders are investing more heavily in workforce management tools.
WFM, and WEM platforms capable of integrating directly with the contact center have become increasingly crucial in recent years. What’s more, the features and functionalities companies look for in these solutions is evolving. Today’s companies want a platform that supports not just demand forecasting and shift scheduling, but also gamification and employee engagement.
Companies are even leveraging more automation and AI tools, intended to help with streamlining schedules, tracking trends in employee satisfaction and more. As turnover and talent retention continues to be a major problem in the contact center, WFM tools which prioritize the employee experience are likely to become a necessity.
3. AI and Machine Learning Continue to Grow
Artificial and machine learning capabilities are one of the most significant trends in the CCaaS landscape overall today. Increasingly, vendors are building tools into their platforms which can offer everything from automated speech and text analytics, rapid translation and more.
For the hybrid workforce, the implementation of the right Artificial Intelligence capabilities can make a huge difference to productivity and efficiency levels. Virtual assistants built into CCaaS platforms can help remote workers troubleshoot and correct problems with their technology without waiting for help from a technician. AI tools can even assist with coaching staff members through a conversation.