Three Trends That Will Make You Want to Look Again at Your Contact Centre Infrastructure
CCasS, Emerging Technology and Artificial Intelligence.
Contact centre infrastructure and CRM functionalities are increasingly integrating, and sometimes competing, to deliver customer engagement capabilities.
The contact centre infrastructure market has evolved from telephony-based call centres to the routing of digital channels such as email, web chat, SMS, video and text messaging. Recently, it has also incorporated chatbot self-service (chat bots and conversational AI) while including customer journey analytics that enhance reporting capability.
This white paper aims to demystify the options available by drawing upon important emerging trends in this market, provide a look at the Contact Centre Infrastructure (CCI) and how this mature market is enabling call centres to provide customers with a unified and seamless experience.