Call Center Solutions Featured Articles
Technology is a fast moving train. The good thing about the speed is businesses can take advantage of the latest and greatest features for what they do. The major downside is that businesses invest in certain applications and solutions, only to realize soon after it's considered "legacy." In the contact center, this is a common problem; taking older applications, integrating them with new systems, and trying to get it all done in one, seamless fell swoop. This creates some obstacles, but these aren't hurdles that are difficult to overcome.
Twilio, a cloud communications company providing application programming interfaces (APIs) for the development of cutting edge text messaging, Voice over IP (VoIP) and voice applications, recently announced the launch of TaskRouter, an intelligent task routing API.
Spirent Communications offers network test and measurement services for enterprises' and service providers' data centers, cloud and virtualized environments, and landline and wireless networks. It recently announced that Mobilethink, its mobile device intelligence business unit, will begin offering the Device Guides service to Digicel, a communications an entertainment provider, for customers in the Caribbean, Central America, and Asia Pacific.
Those who work in call center management know that the customer experience is the most important issue to focus on, that all others pale in comparison. Great products can suffer from poor customer service and mediocre ones can be very successful if supported properly. While the focus on improving customer support in the past few years has been on the acquisition of better hardware to manage the call center, one standard piece of equipment is being frequently reconfigured in cutting edge centers to serve much more than its original purpose.
As businesses look for new and innovative ways to provide a more personable customer experience that takes into account the modern digital lifestyle, business-to-consumer e-portals with innovative functions like co-browsing and screen-sharing have come to the fore for customer service. Looking to capitalize on the trend, Fidelity Investments is looking to refresh its online approach with the acquisition of eMoney Advisor.
SJS Solutions, a company specializing in visual communications solutions, recently announced the upcoming launch of a new call center solutions platform based on its acclaimed Optymyse 4.2 product.
There is a lot of discussion today about whether contact centers are ready to go "omnichannel." This term goes beyond the traditional "multichannel" and describes a contact center that's ready to handle customer inquiries that may be spread over several different channels (for example, a customer starts with a chat session than picks up the phone to continue the transaction).
As communication technology evolves, so too does the call center and the solutions created for it. The past few years have seen incredible growth in mobile, IP-based and unified communication technologies that are making it easier than ever before to create instant connections between businesses and customers. But with so much change, it can be a challenge to stay ahead of the curve and predict not just the trends on the horizon, but the potential problems as well.