7 Myths About Modern Contact Centers | HCL Blogs

Seven Myths About Modern Contact Centers

Seven Myths About Modern Contact Centers
August 05, 2021

We are in the new financial year and witnessing the new waves of COVID. It is time to reflect upon the decisions made last year. Had it been a standard year, enterprises would have been rewarding the change-makers and implementing their perspectives in future strategies. This year however, the change-maker was not an individual or a group of individuals, but a number, i.e., 2020. The year abruptly brought about a halt, which forced people and enterprises to calibrate rapidly. Those who adapted to the situation and took the necessary action were able to sail through, and those who did not foresee the challenges ended up facing the brunt.

Seven Myths of Modern Contact Centers – Which one has been holding you down?

An important lesson learned from the unexpected year is to not resist change, rather adapt and come up with solutions at the earliest to maintain an edge. Enterprises are still apprehensive about embracing new technologies since they are harboring myths. Here are a few interesting ones that we would like to highlight from the context of the movement to Modern Intelligent Contact Center Architecture:

  1. Our customers are traditional and would like to contact over voice only

    Believing that a customer is happy to go through the IVR and will reach out to agents only to repeat themselves indicates that an enterprise is facing a siloed vision. Customers today want resolution at the earliest, which can also include the expectation of proactive and personalized mitigation. In contemporary times when most products and services are being personalized, contact centers are also embracing this wave. A few years back enterprises might have not even given it a thought, but today some tools are aiding the process of personalization in contact centers. Our consulting-led offering helps enterprises assess their services vis-à-vis the customer profile and provides a Techno-Commercial CX Rejuvenation Roadmap.

  2. Cloud is expensive than on-premises

    Having incorporated an IaaS migration might make enterprises believe that transferring any service to the cloud is expensive. This is a wrong belief to hold on to, as every problem necessitates a unique solution approach. To optimize the deployment cost, let us run an assessment and explain how your total value to a customer can improve. HCL Fluid.Plat, which is the platform of our FluidCC Framework focuses on ways to reduce the overall and more importantly improve agility and customer ease.

  3. Bots are not yet ready for production use

    New technologies take time to adapt to the working requirements and are upgraded according to the needs. Similarly, the myth about the bots’ productivity might have been true three years back but not anymore. At the same time, setting the expectation of a flawless performance right from the onset of the adoption of the technology might also disappoint. Every customer is different, and their perception of your solution is different. Hence their level of patience and sophistication will vary by customer. However, with the passage of time and understanding of the requirement, the solution can be tailored to fit the needs and thus amplify business value. Our business down consulting service called Nexus can help you get very close with the right focus group. AI:1 is a suite of Omnichannel Bot-centric self-help solutions that widen the reach of self-service and perform the service with human fidelity.

  4. Ai can be used only for developing bots

    One ingredient can be used to make several dishes and its quantity can be modified according to the desired taste. Similarly, a particular technology can be used to design a novel solution but with an increase in use cases and requirements, the same technology can build more solutions. We have two product lines, Sentiment.Quant and Predict.X, that are heavily AI-based but are not bots.

  5. Analytics are a time sink, inapt for contact centers

    Traditionally analytics was used to gather data to interpret numbers and form patterns; the idea was to get a perfect numerical-based report to derive meaning. Times have changed and the business requirement is of insights that can help take rapid actions. Unlike traditional analytics, Our Sentiment.Quant and Predict.X solutions are active analytics solutions that give you actionable insights to help with tactical decision-making as part of BAU CC Operations. 

  6. Contact centers should work independent of marketing and back office

    Defining inflexible boundaries for different departments will result in disparate views and expectations, and further keep the enterprise away from a unified business approach. This might result in a loss for the business in both tangible and intangible forms. Integrating knowledge between departments will help define a clear picture and in turn, help set up achievable goals. Predict.X is the bridge between marketing and contact center where marketing becomes the consumer and CC becomes the provider. Similarly, with Sentiment.Quant marketing will get crucial competition movement and deal closure insights in response to their campaigns. In isolation, you will lose a crucial competitive edge especially considering the volatile situation the global economy is in right now.

  7. Fundamental capabilities in modern application development like ci/cd have no place in omni channel contact center bot devElopment

    Our Dev.X tools bring the power of CI/CD to non-web/non-GUI Applications like Voice Bots and Chatbots. There is no reason to continue with contact centers in traditional static architecture  when your customers and competitors have moved on to the World of Fluid CX.

We hope this article helped highlight the myths surrounding Modern Contact Centers, and we will be happy to clarify further with live demos for your specific vertical use case. To know more about our HCL Contact Center Suite, please feel free to reach out to us at