Contact Center Technology with Ryan Brogan // Cornerstone Hot Takes

The voice of digital is the contact center, right?

Right.

That’s our only human interaction, if you will, with a lot of our customers and members. So what’s hot, and what’s coming in 2023 when it comes to the contact center specifically and how we’re thinking about things?

Yeah, a few things come to mind. One, and I think it’s good news, is the technology landscape has never been better for midsize and small contact centers. It’s hyper-competitive, with lots of SaaS providers getting in the mix.

However, there’s a downside to that, which has really manifested for many midsize financial institutions in having this kind of portfolio of software applications that do one thing very well, but they don’t do a bunch of things.

So you could have one software for call routing, another for that multifactor authentication text that gets pushed to you, another for the survey that you get after the call. In 2023, I would anticipate, certainly that pendulum is always swinging, but I would anticipate it coming back toward some consolidation there.

Yeah, I think consolidation and simplicity, even if that means giving up a little bit of functionality. I think it’s also going to mean consolidation probably in the vendor market as they make acquisitions strategically, right?

If I can take my two-factor provider and my call-in provider and turn that into one provider, it simplifies my work from a vendor management perspective and ideally creates some efficiencies and economies of scale in that experience as well.

Yeah, exactly. It makes the member experience a little bit less disjointed.

Sure.