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Twenty years ago, when I began consulting in the contact center industry, building a call center was a hard, resource-consuming task. Just to begin handling calls required purchasing lots of proprietary equipment, such as PBXs and automatic call distributors (ACDs), as well as software for computer/telephony integration (CTI) and business applications such as case management and CRM – and then...

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Topics: Predictive Analytics, Sales Performance, SAP, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, InContact, LiveOps, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Workforce Performance, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management, Contactual


Creating the technology architecture for a modern contact center is no easy task. To do so, companies typically have to integrate lots of technology: systems to manage their communication channels (voice, e-mail, postal mail, mobile, Web, IM, etc.), systems to route interactions to the best available resource to handle the interaction, be it human or automated (routing, IVR, CTI, etc.),...

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Topics: Customer Experience, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Call Center, Contact Center, Contact Center Analytics, CRM, Contactual


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