Why have Contact Centre solutions?
A Contact Centre is an integral component of an organisation’s operational infrastructure that focuses on delivering customer relationship management by driving positive customer interactions or Customer Experiences (CX). Enterprises typically use contact centres for managing their support, service, customer feedback and marketing functions while smaller organisations tend to use them for their direct marketing campaigns.
Technologies for customer experience success
Traditional call centre solutions cover a wide range of telecommunications services including automated phone systems capable of answering incoming phone calls via Interactive Voice Recognition (IVR) and performing outbound auto-dialling.
Contact Centre Technology is the natural evolution of this subset and encompasses many more components and integrations, including:
- Omnichannel Technology
- Call Recording and Speech Analytics
- Business Intelligence / Artificial Intelligence
- Workforce Optimisation
- Customer Relationship Management Integrations
- Big Data