Cut through the complexity: AI and automation
CX challenges like visibility gaps and constant increases in traffic volume paired with the growing complexity of modern contact centers have made it harder than ever for organizations to deliver the support and experiences their customers demand. To resolve these challenges, contact center leaders need modern, automated testing and monitoring solutions so they can regain visibility and control over their CX environment and its business-critical outcomes like customer satisfaction and customer
How frequently do you perform load / performance testing in your contact center?
20 25 30 35 40 45
10 15
0 5
Daily Weekly Monthly Yearly Less than Annually Never
retention. Unfortunately, this is also proving to be an obstacle for CX leaders. According to our latest research, essential testing plans aren’t conducted with anywhere near the frequency that they should be – best practice for modern contact centers is to conduct performance and load testing on at least a weekly basis. The majority (51%) of contact centers at best perform basic load/performance testing on a yearly basis. 7% of respondents admit to never load testing. As a result, contact centers aren’t prepared to meet customer demands at scale.
Why aren’t contact centers performing the load tests and performance tests they need? Unsurprisingly, a lack of time and resources came up again and again in our research. In both cases, CX testing automation and AI-powered solutions offer a clear path for contact center professionals to free up resources, reduce manual, error-
TOP 5 LIMITATIONS FACING CONTACT CENTERS 1 We don’t have enough resources in our developer team 2 Our DevOps environment isn’t agile enough 3 The manual testing process is too long 4 We can’t properly test projects before they go live 5 We rely on aging, legacy systems
prone agent testing and QA, and accelerate the testing and monitoring processes needed to ensure operations are up and running as intended – stopping performance issues before they impact customer experiences, customer satisfaction, and overall business revenue. The good news is, contact center professionals seem to be aware of this need for increased automation and AI in their tech stacks. When asked what solutions were at the top of their priority list for upgrades in the next 12-24 months, our survey respondents overwhelmingly reported plans to invest in CX automation and AI technologies.
TOP 10 PLANNED CX TECHNOLOGY INVESTMENTS
1
6 7 8 9
AI-powered CRM solutions
Inbound telephony/email systems Omnichannel/Multichannel systems
2 3 4 5
Conversational IVR Analytics systems Conversational AI Chatbot solutions
Voice biometrics
Outbound telephony systems
10
Voice activated IVR
CX automation and AI technologies
6
Powered by FlippingBook