Contact Centers: The Evolution of Brand Communication

Line of phones

In our fast-paced society, it should come as no surprise that businesses around the world are constantly adapting their customer interaction management to the latest trends and technologies available. As they strive to meet the higher standards of an ever-demanding audience, organizations are always on the lookout for newer and better ways to streamline their communication channels and provide the best customer experience. 

It is for this reason that, throughout the history of business communication, we have been able to observe a shift from call center to contact center.

Back in the 70s and 80s,  when call centers first started to gain mainstream popularity, these platforms were mere tools for agents to contact potential customers and promote their products or services. It wasn’t until a decade later, with the creation of toll-free numbers, that call centers began to receive their first inbound calls. For the first time, companies grew past the limitations of one-way messaging, and customers were finally empowered to reach out and make their own purchases. But the real revolution came with the advent of the internet when call centers first started relying on emails for their marketing communications and customer support. That is what set the basis for the call center transformation that would then bring us to the modern concept of omnichannel experience.

What do we mean by “omnichannel” or “multi-channel” experience? Simply put, this approach consists of leveraging several streamlined options that empower the customer to choose the communication channel that best serves them. Spending $600 billion each year in the US alone, Millenials and younger generations dominate the makeup of many businesses’ target audience, meeting their standards for fast, efficient communication becomes a must. As some people still prefer their communication to happen over the telephone, others become more inclined towards social media, live chat software, and chatbots. 

This variety of multi-channel communication is made possible today by advanced cloud contact center solutions that are not only focused on streamlining their offering, but also make for a smoother, faster and more personalized voice call experience. As companies grow to see increased volumes of inbound calls, traditional phone center software is falling behind. Luckily Cloud Contact Center solutions can help. 

This fact is reflected in the market. According to ResearchAndMarkets.com 2020 report the cloud contact center market  will grow by 23% to close to $46 billion by 2025. 

Leveraging VoIP for business growth allows for reduced costs, higher scalability, and increased accessibility – not to mention improved customer satisfaction.

Today more than ever, it becomes vital to rely on technology aimed at reducing waiting times and delivering a seamless, personalized customer experience. In 2021, investing in customer experience -led communication is the way of the future.

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