Escalating costs, frustrated customers, and overwhelmed agents are all too typical in the modern contact centre. The average handling time for complex emails can range from 7 to 10 minutes, leading to increased wait times, soaring expenses, and diminished customer loyalty. Customer representatives often battle with  various inquiries, from simple questions to complex technical issues. They are frequently forced to navigate disjointed systems, manually gathering customer information from multiple sources and making critical decisions on the fly, potentially exposing the business to risk.

The result? Repeated customer contacts, extended wait times, dissatisfied customers, and mounting costs with each unresolved minute. This inefficiency directly impacts customer loyalty and the contact centre’s financial performance. In the past, many contact centres operated manually, with agents handling all inquiries regardless of their complexity or urgency. Global companies often receive support tickets in multiple languages, requiring agents to use translation tools to respond to common inquiries.

Compliance was often a priority, particularly for companies operating in regulated industries. However, without a system for prioritising support tickets, even critical issues such as accidents or compliance violations were handled in the order they were received. Moreover, many companies need more self-service options and deflection flows to direct customers to the correct support channels. When this is not in place, it leads to an influx of inquiries through email, phone, mobile apps, web forms, and overwhelming agents. The need to scale efficiently and automate communication has become paramount for companies experiencing rapid growth and seasonal or incident-related spikes.