At Enterprise Connect 2020, Terence Chesire (Senior Director, Product Management, ServiceNow) outlined ServiceNow’s “Now Platform” solution for the contact center. The Now Platform solution powers digital workflows for customer and field services. ServiceNow has found that organizations that digitize and automate their customer experiences achieve a 37% increase in customer profitability, with a 46% ROI from digital investment. However, only 14% of organizations are automating their customer service processes, which presents an opportunity for contact center as a service (CCaaS) vendors.
Key features of the Now Platform include:
For further information, watch ServiceNow’s session The Collaborative Contact Center: A New Approach to Enterprise Customer Service (available online until December 31, 2020 at Enterprise Connect 2020).
A common theme at Enterprise Connect 2020 was that many contact center providers are leading with customizable APIs, bringing communications platform as a service (CPaaS) solutions to the forefront. Rather than providing out-of-the-box solutions, vendors are allowing users to build apps and develop their platforms from the get-go – without requiring code-building skills. This goes not only for ServiceNow, but also for Twilio and Five9.
Alongside CPaaS options, market leaders in the CCaaS space are leveraging AI capabilities to improve customer experience wherever possible. It’s likely that the benefits of AI will be so great that AI-driven products will soon become a table-stakes offering. Now Intelligence is ServiceNow’s AI-driven entry and focuses on schedule planning. This is important for organizations structuring their annual budgets. Without knowing when call volumes may spike or decline, it becomes difficult to know where their largest costs will fall throughout the year.
Of course, AI-driven contact center solutions do not stop at schedule planning. AI-driven software might also include sentiment analysis and text-based action steps. However, while the Now Platform’s offerings are not entirely at the forefront of the CCaaS market, it’s still a competitive selection for organizations that do not need all of the bells and whistles but are after more than table-stakes offerings.
Source: SoftwareReviews CCaaS Data Quadrant. Accessed September 2, 2020.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.
John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.
On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator.
On June 18, 2021, Aspect Software briefed Info-Tech on the rationale behind its merger with Noble Systems to found Alvaria. Aspect and Noble announced the merger on May 10, 2021, positioning Alvaria as a market leader in contact management and workforce engagement management (WEM), with half a billion dollars in combined revenue.
On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.
On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.
On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.
On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.