Cloud Telephony Experiments

Mobile, Mobile && Mobile!! Like all industries, contact center industry is also drastically impacted by emergency of mobile device and consequent change in consumer behavior. This led to the emergence of email, chat and social media as a way of communication with the customers or in fact we moved from a voice based call center to a contact center. In technical term we call it as multichannel contact center, the contact center which provide multiple medium, i.e. telephone, email, web chat, social media etc. to communicate with the customers This change in consumer preference, forced the contact center to provide multichannel support, today nearly 70 % of contact center is providing partial or fully multichannel support, many reports even predicts that the other channels will overtake the traditional voice channel. But the main question is, do multichannel contact centre able to improve customer experience? Do contact centre able to provide consistent service acro...