The role of a contact center platform is to alleviate pressure on the operational challenges your agents face and the needs of your customers. But each organization and contact center is different. It’s important to understand your own unique contact center needs and adapt the solution to fit.
A contact center with the primary goal of customer service will want to provide an array of communication channels that can provide both self-service help and live agent support.
When it comes to supporting sales and marketing teams, outbound communication automation via voice and SMS are vital.
Is your contact center looking to reach a large number of contacts in a short amount of time? Contact Centers with the primary goal of fundraising will benefit from an automated dialer that connects agents with donors faster.
When managing a contact center that is focused on collections, its important to reach a large amount of contacts quickly but can’t lose the ability to gain insight into contact data prior to each connection.