The call center of yesteryear has transformed into the omni-channel customer service hub of today known as the contact center. Innovation is enabling the next generation of contact center solutions fit to address the customer service needs of a king. From visual IVR and chatbots to social media and artificial intelligence, this is a growing arena where development is putting the contact center in the spotlight of success. And, with the weekend upon us, there’s no better time than the present to take a look at the week that was in contact center solutions: Time for the Week in Review!
With the complexity involved in the back end of contact center operations, interoperability is a key component in the selection of solutions. This week, Cyara announced the CYara CX Automated Test and Monitoring Virtual Agent 6.4 is now compliant with a number of Avaya solutions. TMC’s Steve Anderson has all the details HERE.
The Magic Quadrant is a nice notch to carry on a firm’s belt. Amdocs, known for providing customer experience software, has been getting noticed for its efforts – most notably, named to Gartner’s 2016 Magic Quadrant for IRCM. TMC’s Frank Griffin gives you everything you need to know HERE.
When an emergency strikes, the Red Cross is there. This makes its contact center operations literally a matter of life and death. In order to ensure its contact center operations are tip top, the Red Cross turned to Broadsoft for its CC-One SaaS offerings. Complete coverage is HERE.
Contact centers in India are not a new practice. American companies have long been outsourcing these operations to overseas companies, and in recent years we’ve seen the mass of favor turning to the Phillipines as opposed to India. As a result, Indian BPO firms are in the midst of transition, and the Taylor Reach Group is there to help. TMC’s Michael Guta delves more deeply into this transition HERE.
Remember to stop by early and often for all of your contact center solutions news! See you next week!