Today, a call center must be closely integrated into the core business operations within an organization that manages customer interactions. Traditionally a call center receives requests only by Phone, email and potentially chat. The new modern call center needs to handle inbound and outbound customer communication over multiple channels such as telephone, web, chat, email, messaging apps, social media, text, fax, and traditional mail.

These new modern call centers typically use various types of advanced technology to resolve customer issues quickly, track customer engagements, and capture interaction and performance data. But with new technology comes new problems. At most companies, call center solutions are siloed from the rest of the business. And many companies are seeing rising costs combined with lack of true innovation as call center solutions introduce more features and functionality that aren’t fully utilized.


Over the past f…

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