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CEOs and customer service executives understand the value of offering a world-class call center. It’s often the first contact a customer has with an organization, and it plays a major role in establishing customer loyalty. But these executives also understand the need to keep customer support costs down.
It’s these two opposing forces that are driving call center technology to continuously evolve to meet customer demand. One major step in this evolution occurred with the advent of hardware-free cloud-based virtual call centers, which were less expensive to deploy and maintain than on- premise, hardware-based solutions.
And recently the call center has taken another step forward in its evolution by integrating cloud-based virtual call center functionality with other technologies. This new hardware-free integrated virtual call center brings together interactive voice response (IVR), CRM integration, help desk integration, automated call distribution, call routing, and call recording to take customer support to the next level.
This white paper highlights how the different parts that make up the new integrated virtual call center work together to provide a superior level of service. It also explains how voice-based marketing automation technology brings them all together in one solution.