carrot carrot carrot Change Centers x cognizanti collaborators create-folder Data Science Decisive Infrastructure download download edit Email exit Facebook files folders future-of-work global sourcing industry info infographic linkedin location Mass Empowerment Mobile First our-latest-thinking pdf question-mark icon_rss save-article search-article search-folders settings icon_share smart-search Smart Sourcing icon_star Twitter Value Webs Virtual Capital workplace Artboard 1

Please visit the COVID-19 response page for resources and advice on managing through the crisis today and beyond.

No Results.

Did you mean...

Or try searching another term.

Digital Contact Center

What is a digital contact center?

A digital contact center is a cloud-based contact center that utilizes the latest digital technologies to become more predictive than reactive, and significantly improve the customer experience (CX). These technologies range from existing functionality—live chat, SMS, social media, chatbots—to omnichannel solutions and emerging customer contact tools such as artificial intelligence (AI), internet of things (IoT) and natural language processing (NLP).

What are the business benefits of a digital contact center?

By switching from a traditional, locally managed contact center to a cloud-based digital contact center, an organization can accelerate CX transformation by:

  • Setting up a contact center with minimal effort, as it takes only a few clicks to set up an omni-channel contact center.
  • Easily scaling up or down to meet unpredictable demand by securely onboarding agents.
  • Optimizing contact center personnel and improving productivity to reduce operating costs.
  • Staying on the forefront of customer service without requiring a sizable investment in IT infrastructure.
  • Integrating cutting-edge contact center software with digital technologies such as advanced analytics, AI and chatbot.
  • Streamlining traffic on call lines to decrease time-to-resolution of customer issues.

Back to

Glossary