Finding the Best Contact centre Technology Provider for Business Success

Download the contact centre technology handbook

Revolutionise your customer experiences for business success

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
  • Chat-bots
  • Workforce Optimisation
  • Customer Relationship Management Integrations
  • Big Data

Migrating contact centre services to the cloud

For most organisations, the benefits of moving to the cloud outweigh staying on­-premise. However, before migrating core contact centre infrastructure and applications to a new cloud platform, customer service and IT leaders need to develop and execute a holistic plan. To ensure a smooth transition to the cloud, companies must take a strategic view and create a project plan that takes workforce, processes, and technology into account.

The top contact centre benefits to consider

We wrote an e­Book in which we address the top six strategic considerations when migrating your contact centre technology stack to ensure a smooth transition into the cloud.

The key topics we discuss:

  • The top six strategic considerations when migrating
  • How to evaluate your need for change
  • Trends in customer experience innovation
  • Omnichannel interaction management advantages
  • Operational efficiency gains 

No cost advice from a well connected industry expert.

Schedule a fifteen minute introductory call with me today.

Our Contact Centre Technology Partners