Contact centre solutions have undergone significant refurbishment over the past few years, driven by digital transformations. Today, they support multi-device connectivity and enable seamless communication across channels in order to continually enhance customer satisfaction. This is in sharp contrast to the way call centres operated earlier – providing basic features at minimal costs. The contemporary contact centres have transcended traditional functions and help shape opinions about an organization’s digital capabilities.
From healthcare to retail, they are being deployed across industries to not only improve customer experience and business productivity, but also to gather business intelligence.