Driven mainly because of the COVID-19 (Coronavirus) pandemic, the contact center sector is surprised every day with innovative technologies and omnichannel and has an objective to make the customer service easier.
To be aligned with the latest trends of an increasingly digital market where focus to satisfy the client is law to survive the “new” normal, companies bet on omnichannel attending to show themselves presents, improving the customer experience (CX) during all his journey, and solve conflicts in a fast and efficient way.

The pandemic contributes to omnichannel investments and pushes the Brazilian market to global level.

With the consumers more and more multiconnected and adapt to the new digital routine, the contact center sector became fundamental to the attending of the Brazilian population during coronavirus pandemic.
To respond to the increase of 44% in the number of received calls in the period, companies’ leaders invest even more in the optimization of the sector and migrate to services more and more integrated and specialized on customer service.
Besides contributing to an attending even more personalized, agile and effective, the omnichannel investing’s on the sector also contribute to the impulse on the global stage of the Brazilian contact center market and will be one of the post-pandemic legacies.
Today, the market employs more than 1 million people. The value represents one third of all available jobs. The data are from the report ISG Provider Lens Contact Center – Customer Experience Services Report 2020, according to the callcenter.inf portal.

Digital channels and focus on the consumer are growing trends, according to a survey.

It is not surprising that themes like digital transformation, digitization of service channels and focus on customer experience presents an increasingly optimistic scenario for nexts years, according to an ISG report.
Between the CX trends pointed by the report are modern technologies like the Chatbots and interactive voice response systems, such as IVR. Solutions with artificial intelligence and machine learning are also pointed as use on a bigger scale.
According to the report, the data reflects the acceleration of trends previews for next years, but they were adapted or potentialized because of the home office and the great need of investing in solutions focused to satisfy the consumer.
Another trend pointed by the ISG survey is that although the voice channels are the communication channel most popular, once that the country has around 230 million of activated cell phone lines, the channel has been losing space to messengers, as WhatsApp.
For many Brazilians, the message app offers a complete omnichannel solution, contemplating text and voice messages, and voice or video callings.
It is worthy remembering that 76% of Brazilians interact with companies through WhatsApp and that, until 2025, projections estimate that 80% of business relationships will be made digitally.
Through the data shown above, it is possible to confirm the bet on omnichannel as a legacy for the next few years. Companies realized that the consumers, mostly of the millennial generation, wish to have many available channels of communication.

Technologic innovation and transparency are strategic-keys to an efficient omnichannel integration.

Experts claimed that, aligned to technology, omnichannel attending is one of the first steps to the resolution of frictions. It is about being available to the client in any channel that he chooses.
Besides that, constantly investing in modern and quality solutions is fundamental to provide a satisfactory and unforgettable attending for both client and agent.
This way makes it fundamental that the technology be transparent and intuitive. In the case of agents, it must be clear how to behave with the client between different channels and also how to manipulate better client’s sensible data so that the company meets the required standards by the current General Data Protection Law (LGPD).
In the case of clients, the contact with companies through multichannel’ s must be easy and precise, in order to facilitate engagement and promote trust.

DNK offers omnichannel solutions focused on CX.

DNK offers omnichannel solutions for Call Center and Contact center, being specialized in the development of high-performance products, solutions and services for companies in the area.
The use of last generation technology together with a team of experienced professionals, leads DNK to constantly innovate to transform the clients and partners’ experience with their consumers.
DNK cherishes excellence in customer service, providing their partners tools and platforms with innovative and customizable functions to guarantee a satisfactory and unforgettable CX.
With DNK’s services and products, the customer service is provided through an integrated omnichannel platform, which connects all service channels (whatsapp, voice, web, chat and others) in a humanized way, with fast recovery of client’s information and data, in order to offer a complete and satisfactory management of the client journey with differentiated results.
The company is recognized by the market and awarded for solutions and successful cases. Winner of the silver trophy at the Award Customers SA 2020, in the category “Leader on innovation strategies”, in partnership with a client, and understand that a well-attending client is the key for the attending success.