Cloud platforms offer flexibility. On-site systems allow tighter control. The choice between an on-premises or cloud contact center depends on an organization's needs, resources, and priorities. An optimal solution balances practicality and strategy.
Category: CCaaS
Today’s customers engage with businesses across more channels than ever before. To provide multichannel support, contact centers have evolved to help companies manage and unify customer-facing communications. This helps businesses to work much more efficiently, achieve better results, and deliver a better customer experience (CX) across channels. Quick links: What is a contact center? Inbound […]
No longer is sales the main channel of interaction, it is now one channel of many.
After working hard to gain a new customer, the emphasis quickly shifts to retaining that customer. From fulfilling the order or the service to helping them work through implementation and use, the customer is now on a journey with your company. How well that journey goes will have the greatest impact on whether or not […]
In earlier posts, we’ve taken a look at the evolution of Communications Platform as a Service (CPaaS) technology over the last couple of years, including a study of how the pandemic has accelerated its adoption. However, it’s still early days for CPaaS. Providers are continually perfecting ways of streamlining customer service against the continuing background […]
Picture this. When your customer phones in, she is never placed on hold. There are no queues, and there is no need for her to push a dozen numbers before getting through to the right agent. Instead, she’s directly connected to an agent who knows her name, has her case history already pulled up, complete […]