Contact Center
Inbound & Outbound Contact Centers
As companies approach a critical size and need to better manage their customer communications, savvy business leaders opt to engage a contact center application to keep a centralized means of communication as customers engage the different channels of communication. For instance a customer inquiry may come in via email, followed by a phone call after which they fax the company some documents followed by a few mailed documents. A good contact center application is able to keep all the disparate forms of communication unified via a single reference to the customer. Any contact center agent is then easily able to access the customer’s file via a single application and assist in resolving any customer inquiry.
Next Steps
There are many factors that determine which contact center solution will best serve your need. Our whitepapers and comparison charts are here to help you make that difficult decision. Contact center solution buyers can also elect to contact center vendors serving an area to get the ball rolling on gathering important product literature. Vendors are more than willing to send you a barrage of information to help you understand their systems and how they benchmark with their competition.
Browse our Featured Research below
Don’t make the mistake of assuming that all customer service needs to be handled by a support agent. As is increasingly the case, many people prefer an option to solve their own problems. Offering this “self-service customer care” is a viable solution for businesses of all sizes too - so don’t think you’re off the hook because you’re small. more
With customer experience quickly becoming one of the top ways to differentiate your business from the competition, now is a great time to optimize your contact center. Your contact center is one of the main ways customers interact with your business, and there are several things you can do to boost their satisfaction with the experience. This is often an easy way to improve key performance metrics using tools you already have. more
When Avaya filed for bankruptcy, it ended months of speculation. However, the company’s ongoing financial instability has left many businesses in a precarious position. If you’re concerned about your future with Avaya, don’t wait around to see what long-term options are available to modernize your customer engagement center. more
The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors. The report examines the innovations driving the market and compares vendors based on completeness of vision and ability to execute. more
Customer expectations have changed. Self-service options on the channels of their choice are a given. And when self-service is not enough, they want live agents who can step up and make it a seamless transition. Take a new approach to customer engagement today—or your customers won’t be back tomorrow. more
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