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Contact centre choices around technology need to reflect their specific needs. This is particularly true when it comes to the cloud.

In a fast-moving market, you don’t want to become locked into a CCaaS provider that falls short of your expectations. To reap the full benefits, you therefore need to choose the best CCaaS vendor to capitalize on the advantages offered.

Customer service success requires constant innovation and a commitment to continuous improvement. To deliver this you need to be able to deploy new technology quickly to meet the changing needs of customers, employees, and the business.

If you face any of these six pain-points in your contact center, CCaaS could well be the answer to your problems.

Like all parts of the business, the contact center needs to play its part in meeting sustainability objectives. Here are 3 ways that technology can make greener, more sustainable contact centers.

In essence a CCaaS solution enables organizations to handle all customer interactions through a single, cloud-based platform. Typically, it supports communication through a range of channels such as voice, chat, SMS, email, social media, and other media, such as video.

Customer expectations around the contact center experience are rising continually. Organizations know they need to act - but where to start?

From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. They also expect to be treated in a highly personalized manner.

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.