The debate is on in the industry if contact centre applications are ready for the hosted model. Is the technology mature enough? Are the price points favourable? Which...
Enhance customer experience with building digital infrastructure
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In every industry, there's one element that remains equally as important - customer satisfaction. By investing in the right technology, we can make the most of the tools at hand and improve the process for all.
Contact centres as we know it have changed almost beyond recognition over the past 20 years or so. Earlier it was all about voice, database and software development kits (SDKs). Now we have real-time speech recognition, data analytics and APIs. Automation and robotics have taken the centre stage!To businesses of various sizes this has led to an almost overwhelming flood of communication, with customers expecting responses and resolutions more quickly than ever."What was once a department designed exclusively for dealing with telephone calls is now a multimedia hub handling multiple different streams of customer feedback."

Furthermore, efficient and effective collaboration within and between different customer servicing teams, combined with innovative technologies, allow far greater use of the workforce’s collective knowledge and skills, no matter where they are in the world."Embracing this kind of omni-channel communication allows you to gather valuable insight on customer journeys and offer a more personal feel with any communication and resolutions."

Vendors that offer hybrid cloud solutions, as Tata Communications does, also allow business to make the transition at your own pace and in direct response to business requirements."The scalable nature of cloud-based solutions means that the insights are available to all- sized businesses, enabling them to take advantage of all the data their systems generate."

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