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When the words "contact center solutions" come to mind, first thoughts tend to be about their inbound functions. This is normal since the experience most of us have with contact centers is when we have a question answered or a problem resolved. However, while the outbound use of such centers for sales and marketing may not be viewed as being as important, they most certainly are.
Frost & Sullivan report finds the Australian contact center market is transitioning to hosted and cloud solutions.
It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...
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