CPaaS will Strengthen Your Contact Center to Deliver the Best Customer Experience for Businesses
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AI- and cloud-based CPaaS platforms enable a true omnichannel experience across generations and preferred communications types, finds Frost & Sullivan
SANTA CLARA, Calif., May 6, 2021 /PRNewswire/ The events of 2020 have created many challenges for the customer contact (CC) industry. During the pandemic, when an unprecedented number of CC workers had to switch to a work-from-home (WFH) model often using ad-hoc, remote workspaces call volumes and customer requests surged. The employees working remotely have to manage with less-than-secure legacy systems, limited customer support tools, and a widespread organizational support system. Companies realized that they needed to quickly pivot to more advanced technologies and tools to help them meet demand and fulfill customer requests more efficiently. This involves leveraging artific