In our 2021 summary of CX vendor and solution provider performances, we anticipated 2022 to be a year of steady revenue growth, supplemented with targeted acquisitions and more AI led innovations. Indeed, for most solution providers, these trends are evident in the first half of 2022.

#1 AI and analytics as catalysts for growth

i) No-code/low-code capabilities

With visual and intuitive interfaces (such as dragging and dropping components), users without a coding background can easily build their own MVPs. It helps employees of multiple functions understand how technologies work, ideate and build simple applications.

• Vonage AI studio

The conversational AI platform enables organisations to build their own virtual assistants by customising their characters, such as region, name, language, voice and time zone to better resonate with their customers. The platform also provides guidance throughout the agent creation process, offering templates for different processes and purposes e.g. updating details, survey and caller identification.

• 8×8 Connect Automation Builder:

8×8’s automation builder helps companies easily manage multi-step workflows in just a few clicks. It allows self-service journeys to be automated, available to customer 24/7 with low maintenance. The comprehensive analytics showing previous to real-time data also empowers organisations to make better business decisions.

ii) Orchestration of end-to-end customer journey‘s

While it is not new for AI to be implemented on a specific touchpoint, solution providers are now looking at the bigger picture – the entire customer journey.

• Genesys’ Cloud AI Experience integrates all AI capabilities (conversational AI, knowledge, agent assistance, predictive routing and predictive engagement) into one solution. Removing the siloed system allows organisations to easily embed AI and automation into customer and employee lifecycles – facilitating impactful journeys in a shorter period of time.
• Talkdesk’s Retail Experience Cloud AI integrates customer journeys across both physical and digital channels. Targeted for customers from the retail industry, its pre-configured workflows and templates add value to both agent-customer and self-service interactions.

iii) Voice biometrics

The distinctive biometrics system allows organisations to verify customer’s identity by comparing real-time customer voice to audio recordings of previous interactions. By doing so, it orchestrates a seamless experience – there is no need for agents to ask for personal information such as ID number or security questions for authentication.

• Microsoft Digital Contact Centre platform supports voice biometrics. Knowing who exactly the agents are talking to help identify customers with specialised needs e.g. senior citizens who should be directed to a priority service line during urgent times.

#2 Increasing importance on agent well-being

Employee experience plays a significant role in customer experience. It is critical to support the hybrid work mode for employees to enjoy a blend of both worlds. On top of that, it is also important to empower the team with the right tools. Recognising the gravity of agent experience in delivering outstanding services, contact center solutions are investing on features that can automate tasks, help agents manage their work better, and AI capabilities to obtain insights for better coaching.

• Zendesk’s Intelligent Triage and Smart Assist: leverage AI for automation and to predict customer sentiment. Moreover, the capability also enables organisations to access contextual customer data to guide agents during real-time interactions by recommending solutions and identify gaps for service improvement.
• Amazon Connect added workforce management capabilities, case management and ticketing tools to assist in complex customer interactions
• Verint introduced One Workforce: allows organisations to allocate resources (human, chatbots, hybrid) according to priorities – enhancing scheduling flexibility and multi-channel interactions

#3 Acquisitions: Stronger together

• Zendesk to be acquired by Hellman & Friedman and Permira for $10.2 billion. The deal is expected to close by Q4 2022, and the company will be going private again.
• Zoom acquired Solvvy – a leader in conversational AI and automation. The added portfolio plays a significant role in accelerating Zoom’s contact center growth – bringing personalisation to the next level.
• Twilio acquired Boku Identity, an outstanding identity and authentication provider. Working towards a shared goal, twilio aims to leverage Boku Identity’s strengths to enhance the security offerings of the platform.

#4 Top technology platforms join the contact centre bandwagon

i) Zoom Contact Center

After failing its acquisition of Five9, Zoom has not given up on the CCaaS market – it is now launching its own contact center platform. While some of its features are still in beta, its video capabilities differentiate itself from other providers. Integrated into Zoom, its omnichannel solution empowers agents to empathise with customers and provide video calls for more personalised services when in need. Additionally, Zoom’s video capabilities has also benefited industries in which compliance is an integral element. In collaboration with Zoom, Verint facilitates recorded calls, video meetings and screen shares to make sure industries like healthcare and banking meets requirements.

ii) Microsoft Digital Contact Center Platform

Microsoft’s contact centre solution delivers an 360-view solution integrating UC&C, contact center channels, AI and analytics all in one place. Its contact centre offering integrates five units: Dynamics 365 (CRM), Microsoft Teams (UC&C), Nuance (Self-service and conversational AI), Power Platform (reporting and analytics) and Azure (cloud computing).

iii) Google CC AI platform

Google has combined its conversational capabilities (Google CCAI) with a CCaaS engine, in collaboration with UJET. With its end-to-end platform expansion, the solution provider envisions a purpose-led relationship management with both its existing partners and potential customers. Success stories leveraging Google’s solutions include:

• Marks & Spencer: 50% reduction in call volumes
• The Home Depot: 185% improvement in call containment

iv) Salesforce Contact Centre Genie is launched in time to complement its new real-time CRM platform “Salesforce Genie”. It positions the contact centre solution as an easy and affordable package to transform contact centre almost instantaneously. During its 2021 annual conference, it has also demonstrated the contact centre capabilities using GE Appliance as a success story – the firm has managed to reduce call handling times by 12%, contributing in reduced costs.

#5 Solution providers new growth engines

Geographically

• Twilio is entering Canada, seeing a huge potential in the market. The solution provider targets to leverage to opportunity to enter the public sector, healthcare and life sciences, financial services and retail industries.
• Freshworks have plans to expand in Southeast Asia in the second half of 2022. It is currently targeting the Philippines, recognising it as a key market for them to establish their physical presence.
• Five9 to establish data centres in Frankfurt and Armsterdam, serving Five9 customers in the Europe, Middle East and Africa regions. The new locations will also expand Five9’s international influence while fulfilling European customer needs to maintain data residency.

Metaverse

• During NICE’s Interactions Live this year, the solution provider staged its annual conference in metaverse. In their unique avatars, attendees got to network, play and interact – a total of 25,000 of them from more than 2,000 companies and 30 countries worldwide has attended the session.

The contact center industry is revolving at a fast pace – mirroring the constantly changing customer expectations and needs. While the market presents a huge opportunity, it is critical for solution providers to always realign their priorities to current needs and make bold moves in the right direction. A few players are placed in difficult situations in the first half of 2022 – Avaya has been facing financial challenges due to its slow move to cloud, while twilio is laying off 11% of its employees due to the need to focus on profitability and key business priorities. With a forward-looking vision and resilience, players in the industry will be able to overcome their hurdles. We look forward to more milestones and innovations accomplished in the second half of the year.