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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 is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost center rather than a source of competitive advantage and revenues.

There is a growing momentum in the adoption of cloud-based Contact Centre as a Service  (CCaaS) solutions. However, at the same time, economic conditions are increasing pressure on contact center budgets.

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.

A good web UI will be tailored to the needs of the contact center user whether it’s an agent, a supervisor or senior manager.

Companies are increasingly embracing Microsoft Teams. So, what are the best options to integrate call recording with MS Teams?

The Power of Moving Forward Faster - Legacy Technology Affects Client/Member Identity Authentication - It's an Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations (FI for short) including Credit Unions (CU) are typically limited in their operational flexibility due to the state of their existing infrastructure, systems, and the rigid, typically manual processes they rely on. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. A Hybrid Approach Helps Things Happen. Faster and More Efficiently.