Keep reading to discover our predictions for the future of omnichannel solutions in customer experiences.
Voice-Activated Assistants
As voice assistants like Alexa and Google Home continue to gain popularity, companies may seek to integrate this technology into their omnichannel solutions. Customers could use voice commands to interact with chatbots or customer service agents and even use speech to browse and purchase products.
Augmented and Virtual Reality
AR and VR technology could soon allow customers to virtually try on clothes or see how furniture would look in their homes with just a few clicks of the mouse. This could enhance both the online and in-store shopping experiences and revenue for businesses with the right technology.
Personalisation
As AI and machine learning become more advanced, companies may be able to personalise the customer experience even further. This could include product recommendations based on customer data and preferences or targeted promotions based on past purchase behaviour.
Integration with IoT Devices
With the growth of the Internet of Things, companies could integrate smart devices like refrigerators and thermostats into their omnichannel CCaaS solutions. For example, a grocery store could send a notification to a customer’s fridge when they’re running low on milk, making deliveries more responsive and reducing waste.
Seamless Transitions Between Channels
Customers may run into roadblocks when trying to switch between channels but as omnichannel solutions evolve, companies may be able to offer a completely seamless experience where customers can switch between channels without missing a beat.
Discover more about our omnichannel CCaaS solution and its key features and functionalities here.