Tips for Deploying a Social and Multichannel Cloud Contact Center

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Companies need to rapidly bolster their existing contact center infrastructures to support and complement emerging Web, mobile and social channels. Using a cloud-based contact center gives companies a tremendous amount of flexibility when it comes to fine-tuning customer support strategies across multiple channels. As companies integrate more channels into the cloud, it is important to ensure that the new cloud contact center can leverage best practices from similar businesses and other experiences implementing cloud systems internally.

There is a fundamental shift underway in how consumers interact with businesses. According to research from Ovum on consumer preferences for customer service, the use of email, Web chat, Web self-service, social media, mobile and SMS for customer service has more than doubled in the past two years. At the same time, consumers still rely upon picking up the telephone to call an agent to resolve the same issue. 

Companies need to meet the needs of cross-channel customers that often seek resolution online, and then jump to traditional channels when their initial needs are not met. Cloud-based contact center solutions are giving companies of all sizes a tremendous amount of flexibility to engage customers across voice, Web, social and mobile channels. Here are five tips, identified by Genesys, for deploying a social and multichannel cloud contact center.


Related Topics : Vulnerabilities and Patches, Resellers, Broadcom, Broadband Services, Supercomputing

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