The cloud contact center is gaining momentum as enterprises discover benefits around agility, scalability, and features over a traditional solution. The ability to categorize spending as operating expenses wins over the finance department, while IT teams appreciate the lightening of their maintenance load. Contact center as a service (CCaaS) solutions are growing in popularity from both migrations by existing contact centers as well as new enterprises. A CCaaS solution reduces or eliminates … [Read more...]
Your Contact Center Redefined
As companies quickly made the shift to work-from-home settings, the contact center was forced into a new realm. With in-store experiences all but disappearing, in many cases contact center agents found themselves providing the entirety of the customer experience. This meant not only were contact center agents called upon to answer the standard questions about billing, delivery timelines, and product availability, but to provide in-depth and broader information in general. On any given day, … [Read more...]
Why SD-WAN and Contact Centers Accelerate Digital Transformation Together
Enterprises looking for new ways to improve the customer experience benefit from combining software-defined wide area networking (SD-WAN) and contact centers. SD-WAN’s ability to simplify an increasingly complex network architecture and drive down costs also provides an opportunity to improve the customer experience with enhanced performance and expanded feature capabilities. Digital Drives Omnichannel As enterprises invest in more cloud technology, the push for digital transformation is … [Read more...]
How Your Contact Center Could Benefit from AI
When was the last time you interacted with an automated system from the contact center of one of your favorite brands and you didn’t know it? Chances are this hasn’t happened – at least not yet. We all have stories of frustrating interactions with computers that don’t really understand what we're trying to do on the other end of the line. Projections suggest this is going to happen less and less as key market providers are introducing artificial intelligence (AI) like we’ve never seen before. … [Read more...]