Frank Dale from Orange and Jim Butz from Cisco explain how the two companies work together to deliver contact centre solutions in North America. Trends they identify in contact centres in North America include the increasing use of multiple contact channels such as web chat, and the use of contact centres in new areas. An example of the latter is the use of contact centres in drive through restaurants where the customer speaks to a contact centre instead of staff in the restaurant, and the contact centre can be based anywhere.
Orange and Cisco's contact centre partnership
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Well, ok... I feel that call center and lead gen industry are yet long way to go, both on service delivery and technology usage side. We keep improving our call centers processes and it seems like there is no ending to getting a desired efficiency.