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What is a next generation contact center platform?
What are some of it's capabilities and applications? How does it support your contact center's goals?
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Next Generation Contact Centres are ones that embrace the latest technology and allow for Consumer 2.0 .... what do I mean? ....
Customers today want to contact you when they want to and how they want to. Times are changing and companies will no longer be able to say "you can call us, Mondy to Friday, 9am to 5pm and on our national rate telephone number" or they will lose customers. Companies must consider allowing their customers to contact them by email, webchat, by requesting a call back and via self service. All elements must be treated in the same way as traditional voice such as skills based routing and with SLAs, and customers need to be able to turn an email in to a webchat, then in to a voice call and then back in to an email.
Next Generation Contact Centre handles all of the media types seamlessly and allows customers the flexibility that they require.
If you want to find out more ... http://www.aspect.com/Pages/Media/Videos/The-Next-Generation-of-Customer-Cont...
Richard
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