Centers are no longer “call centers.” They are “contact centers” operating in an omnichannel world. They must handle a growing array of contacts that go well beyond phone calls to include email, chat, text/SMS, social media and more. They need robust performance management capabilities that ensure a great customer experience and employee engagement. And they must move fast — with agility at the micro level for handling each contact and at the macro level to respond to new business needs and market trends.
Contact centers must look at different customer service technologies that enable them to go far — fast — building applications that leverage APIs or extending solutions in a variety of ways through integrations and application marketplaces. Download this white paper to learn:
- How to overcome the legacy of “build vs. buy”
- Advantages and disadvantages of each approach
- Specific use cases for each option