As we head into 2025, voice is emerging as the most influential channel for customer engagement. According to McKinsey's report, Where is Customer Care in 2024?, trends reveal unexpected shifts across generations: Gen Z consumers are picking up the phone, while boomers are increasingly turning to digital chat. This growing preference for voice is further amplified by the rapid advancements in AI, transforming contact centers across industries.
With voice-enabled conversational AI agents now becoming standard for enterprise and government organisations alike, we’re witnessing a revolution in customer care. Companies like Salesforce and Microsoft are expanding beyond their traditional offerings, joining contact center vendors in developing AI-powered agents that handle voice interactions with human-like understanding. These agents are now capable of engaging on complex topics across multiple contexts, making them powerful assets in delivering seamless customer experiences.
However, great customer experience (CX) goes beyond just having an AI agent answer call. For hyper-personalised service that truly resonates with each individual, these voice interactions must be connected to the customer’s unique history, profile, needs, and preferences. This requires a deep orchestration of data—linking the right information to the AI agent and, when necessary, seamlessly transitioning it to a human agent.
Achieving the best CX isn’t just about resolution—it’s also about cost efficiency. Optimising the path a call takes through enterprise infrastructure can make a difference in both speed and expense. This means using only the most relevant technology and ensuring that every step of the customer's journey is as efficient as possible.
To make hyper-personalised service possible on a large scale—and do it cost-effectively—we need what we call “deep orchestration.” This level of orchestration is not just about connecting systems; it’s about harmonising data, technology, and AI to create a seamless experience for each caller. At SecureCo, we’re excited to lead in this area. Global tech vendors and integrators are partnering with us because they see the potential of our deep orchestration approach—it’s a level of service that has not been possible until now.
On a local level, we are teaming up with managed service partners to help them deliver this experience to their customers, setting them up for stronger customer relationships and cost savings. So, if you are ready to rethink customer experience and bring it to the next level, ask your partner if they are working with SecureCo. If they aren’t, and if creating a standout customer experience is a priority for you, we would love to connect and show how we can make it happen together.