It would be almost impossible to have a prediction piece which both parties choose an avatar to then meet in a that didn’t acknowledge the impact that the metaverse virtual setting—the virtual setting of course being up to will have on businesses moving forward. What will this your design entirely. In fact, the setting may be one that impact have on contact centers in particular? It will greatly changes depending on the nature of the interaction, the change the way businesses engage with customers and customer’s preferences, their tenure as a loyal customer, build experiences or environments that deliver intelligent, the workings of the business, or just an overall appealing immersive personalization. aesthetic. The possibilities of metaverse meetups will be limitless. Interacting in the metaverse We’ve already seen examples of this with Microsoft’s Picture this: your customers are interacting with your unveiling of Mesh for Microsoft Teams. While Mesh is brand online only to find themselves needing assistance. primarily focused on employee-to-employee interactions, Perhaps they begin chatting with a bot that leads to an the future will likely mean extending these experiences to escalation potential or the need to communicate with include customer interactions, providing a new sense of a live agent. Your customer then has the option to have liberation for both your customers and your employees. a more interactive session with a live agent—one in Contact Center Predictions for 2023 and Beyond 23