We believe that hybrid work is already reshaping customer service, while changing how businesses operate and work with their customers.Īnother trend that will dominate call centers shortly is the number of enterprise businesses switching over to cloud call centers. According to a recent McKinsey study, nine out of ten organizations will be combining remote and on-site working. The second trend with a strong impact in our sector this year is hybrid and remote work. AI and ML have become a large part of customer service over the past year and continue to take the call center industry by storm. The first trend is the use of AI and machine learning. There are a few trends that are shaping the future of the call center. Read More: SalesTechStar Interview with Dana Bjornson, Chief Financial Officer, Mylo Can you share five major trends that you feel will dominate contact centers in the near future? Hence our roadmap and future investments. The impact of AI is yet to become significant, especially in its widespread use, whereby it becomes pervasive in customer interactions and helps enrich or automate what can be, and focus conversations on the most interactive human to human moments. Can you talk about the impact of AI on contact centers and how AI powered technologies will create a new mode of work? Olivier Pailhes, CEO at Aircall We believe the future of the market will be in developing application ecosystems with integrations that allow for any possible use case and fully customized usage within existing processes & workflows. We recognized this early on and built Aircall as an API first product that existing tools can be built on top of. Productivity in communication is a cornerstone of competition for companies and brands, so any technology that prioritizes this, will be game changing for the market. CCaaS and UCaaS are emerging as the two core models, which opens the door for growth among cloud-based contact center solutions like Aircall. Over the past few years, changing consumer behavior and digital transformation have been driving innovation for contact center technology. Read More: Raydiant Partners with Retail Analytics Platform RetailNext to Automate Occupancy Tracking for Retailers How are you seeing the contact center industry shift today and what are some key features and technologies that you feel are changing the game for this market? We are hoping that our work in improving our technology will positively impact the call center industry as a whole and show that investing in customer experience and partnerships help produce both productivity, and better moments through richer conversations. With the funding from this recent announcement, we’ll be investing in improving our technology with new AI capabilities and additional productivity features for call centers, including machine learning, sentiment analysis, and insights. These three themes will be implicated in Aircall’s product roadmap to deliver rich and insightful moments between our customers and theirs. These focus areas are call analytics, conversational context, and speech recognition. We believe that three key focus areas drive customer interest, and loyalty. We are dedicated to ensuring that our investments in our technology will continue to empower professionals to have richer business conversations. We always had the powerful drive to help millions of professionals create better communication between them and their customers. Aircall’s cloud based phone solution modernizes the customer experience and enables support and sales agents to have smarter conversations. Over the past year, companies of all sizes experienced an accelerated growth in their digital transformation, and at the same time, their customers increased their expectations around personalized and convenient service. With this fundraise, we can continue our mission of changing how professionals use the phone on a daily basis. Thank you, we are excited to share the news and are thrilled with Aircall’s quick growth. _ Hi Olivier, congratulations on the recent funding and valuation! What are your comments on the impact of this to the contact center industry and the future of Aircall? Leading cloud-based voice platform provider Aircall recently announced a $120M Series D funding round led by Goldman Sachs CEO at Aircall – Olivier Pailhes has a chat with SalesTechStar to discuss the funding further as well as what it means for the company and contact center industry:
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