How Your Voice Channel Can Transform Customer Engagement

The next big digital customer service revolution is voice. That’s right: voice. In fact, 81% of service professionals say the phone is a preferred channel for complex issues — up from 76% in 2020.

However, contact centres have historically separated voice from other service channels, like email and SMS, as well as routing processes. While advancements in computer telephony integrations (CTIs) have helped, limitations left agents without critical customer insights across channels or the ability to engage with other departments.

Luckily, telephony has rapidly evolved to bring voice into a unified digital channel experience. Phone calls come through the cloud. A centralised, automated routing system manages inbound and outbound calls. Calls can be routed according to the same rules that govern digital channels and cases. Agents answer from anywhere — at home from their laptop or in the contact centre. And all service data is accessible from a single platform that gives agents a complete view of the customer.