Contact centre modernisation imminent for BPOs

Why is the transformation of the contact centre an opportunity for business process outsourcing providers?

Johannesburg, 19 Jun 2019
Read time 1min 00sec

The primary goal of the contact centre is to ensure an optimal and satisfying customer experience. However, an obsolete technological infrastructure puts this premise at risk. Consequently, contact centre modernisation is imminent for BPOs to meet their customers' expectations.

Old and outdated contact centre software does not allow an omnichannel customer journey. Nor does it offer personalised and intelligent self-service options, factors that affect the consistency of customer service. Moreover, not having automatic solutions to monitor contact centre operations negatively affects customer experience.

To mitigate these needs, BPOs must modernise their technology infrastructures with innovative contact centre solutions, state-of-the-art tools that facilitate an uninterrupted customer journey tailored to their customers' needs, with high quality standards in the service offered and through the channel of choice of their customers.

Do you want to know the benefits of replacing an obsolete solution with state-of-the-art technology tailored for your customers' needs?

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Enghouse Interactive - Presence Tiago Saraiva
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