I work for a call centre observability startup (operata.com) and my take is — call centres aren’t going away anytime soon.
In fact Zoom, Microsoft, and Salesforce have all recently announced they are entering the Call Center as a Service space (AWS already have their own call centre PaaS).
In the consumer space we’re seeing further consolidation and homogenisation of products/services. It’s now so easy for me to churn my energy retailer, my insurance broker, my phone provider, etc.
Outside of price, the only other competitive differentiator will in-part be the customer experience.
Websites, chat and BOTs are great for standard workflows. For reasonably complex customer queries (either sales or support) nothing yet beats voice or video with a human.
In fact Zoom, Microsoft, and Salesforce have all recently announced they are entering the Call Center as a Service space (AWS already have their own call centre PaaS).
In the consumer space we’re seeing further consolidation and homogenisation of products/services. It’s now so easy for me to churn my energy retailer, my insurance broker, my phone provider, etc.
Outside of price, the only other competitive differentiator will in-part be the customer experience.
Websites, chat and BOTs are great for standard workflows. For reasonably complex customer queries (either sales or support) nothing yet beats voice or video with a human.