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a model of live engagement balance contact center

Contact Center Infrastructure: It’s Time to Assess Your Tools and Technology

a model of live engagement balance contact center

As observed in this recent article published in DestinationCRM, many companies cannot satisfy the increased push for customer interactions via phone, text, chat, video, social media, or other channels. The common culprit is insufficient technologies and infrastructure, which can limit companies’ ability to communicate efficiently with customers and respond punctually to their queries, complaints, and requests.

And with the rise of ecommerce, contact centers are having to move beyond answering service and post-sales support to fielding pre-sales inquires as well.  Customer engagement platforms that enable conversational AI and live engagement allow contact centers to handle increased volume and seamlessly transfer conversations from automated to live and from customer service to sales. 

Learn more about common contact center channels and recommended technology solutions and best practices.

You can read the full article by clicking the link below. 

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