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Contact Centre of the Future Part 5 - Voice
Tuesday, 03 March 2020

Voice channels will have a bigger say in how customers interact with the Contact Centre of the Future. So says Ashley Burton, Head of Product at Eckoh, in this final instalment of his five-part series.

Voice of the future 900

Through a set of blogs, we've been examining the Contact Centre of the Future and the customers we can expect, the agents we'll have to hire, the managers who'll oversee operations and the payment services we'll need to provide

Now our series ends on a high note — with the future of voice.

Until fairly recently, voice was perceived as being in sharp decline. Dropping call volumes and increasing channel-shift to the web and self-service apps, meant that the channel was losing popularity.   

But the future of voice is exciting again — with the rise of smart speakers such as Amazon Echo and Google Home and the inclusion of voice assistants on devices with Google Assistant, Siri, Bixby and Cortana. 

In all likelihood, the concept of a traditional IVR will fall away, replaced by bot-driven conversations that customers use to answer queries and perform self-service tasks.  While the percentage of people accessing these IVR-like experiences via telephony channels will decrease, the percentage accessing them via other channels such as apps, websites and smart speakers will increase dramatically. 

Need help? Just holler
Voice is a key technology behind the Ambient Customer Engagement concept that sees consumers being able to ask for help anywhere at any time through any channel. But these Omnichannel journeys will no longer be completed in silos. Instead, they will all need to be created, configured and managed through a single interface to help brands realise the benefits of the technology but without generating excessive cost or operational complexity. 

Voice services of the future will also no longer be conducted via voice alone. Instead, multimodal interfaces will allow automated solutions and agents to be able to present rich content and touch-screen options to customers via apps or screen-based smart speakers such as the Echo Show or Nest Hub. 

Voice Assistants will increasingly be involved in purchasing decisions and initiate payments creating a Voice Commerce ecosystem that will largely be dominated by Amazon and Google, both of whom are working towards a world that will see these twin giants as the front-door to a wide range of products and services. 

This may prove unpopular in certain sectors as it impacts a brand's 1:1 relationship with its customers although the appeal in areas such as fast-fashion and impulse purchasing may prove overwhelming.

But humans will still have a voice.

Talking to real people
However good that voice bot technology happens to be, there'll always be a few stumbles over pronunciation, miscommunications and awkward silences. That's where the Agent of the Future needs to step in and handle the more complex or sensitive queries.

Conversations with agents will no longer come from traditional ‘phone 03303’ type telephony routes but will be initiated increasingly from within apps, on websites, within social messaging channels such as WhatsApp or from users talking to smart speakers. Accordingly, agents will need tools that help them answer and manage these contacts. 

Agents will be working in diverse locations on an array of devices which will mean that voice calls will need to be delivered both to traditional telephony destinations as well as directly to apps and web browsers. 

In the Contact Centre of the Future, customers will make their voices heard, loud and clear — on whichever channels they choose at any moment. The question is, how many companies will be listening?

Now's the time to take action and make sure you're ready for what's coming.

  • If you like the way we’re thinking, take a look at the Eckoh Experience Portal. It gives contact centres all the channels and payment solutions they need to transform customer engagement, protect data and achieve PCI DSS compliance. With new services and features becoming available when they’re needed, you can keep up with soaring customer expectations and maximise customer satisfaction – without having to rip and replace your systems endlessly. Everything you need can be added quickly, easily and cost effectively.

About the Author

Ashley Burton

Ashley Burton

Head of Product

Ashley joined Eckoh’s contact centre in 1999 and over the last 20 years has worked in a variety of roles including project management, business analysis, data warehousing and mobile application development before becoming Head of Product.  Ashley is passionate about identifying emerging technology and applying it to contact centres to improve customer experiences, and deliver outstanding engagement and trust.  Ashley leads and curates Eckoh;’s product roadmap, fostering innovation throughout the business. Ashley identifies emerging technology and applies it to contact centres to improve customer experience, realise Omnichannnel solutions and deliver outstanding engagement and trust.

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