The advent of cloud computing with advances in cloud-based contact centre solutions have truly revolutionised life for agents and the customers they serve. Web-based technology has simplified the onerous and often costly task of integration and customisation. This has given agents unprecedented levels of access to joined-up customer records that help boost response times and deliver an efficient, highly personalised experience.
But why are integration and customisation so important? What are the myths? What are the benefits and what attributes should organisations look for when evaluating a contact centre solution?
This white paper aims to answer all these questions and includes a real-life success story to show integration and customisation in practice.