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By Ashok N

Although there are exceptions, voice is no longer necessarily king when it comes to customer contact. In an era of increased regulation, customer expectations, and higher call center costs – voice calling alone simply isn’t as lucrative or effective as it once was. Although contact centre systems are still built as primarily voice-centric platforms; channels such as SMS, email and chat are rapidly growing as a result of increased customer demand. Whereas voice mails are increasingly ignored these days, 90 percent of text messages are opened and read within three minutes making them much more effective for businesses.

As technologies have advanced, SMS has evolved; today iMessage, WhatsApp and Viber have embraced SMS messaging and updated it, but fundamentally the process is the same. Similarly, email is another tool that has also led to the replacement of voice calls and help businesses make contact with customer without agitating them. As such, it is critically important to provide customers with the option of multiple channels to contact a business. With this in mind, businesses might be wondering whether there is a place for voice in outbound communication of the future.

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