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Worldline Recognised as a Global Cloud Contact Centre Provider by OMDIA #contactcenterworld The challenges of customer relations are numerous, and the customer experience has taken a central place in many companies. In the meantime, the current COVID-19 pandemic revealed that adaptability and flexibility are key in maintaining a high level of service and business continuity. Choosing a trusted CCaaS partner is crucial to successfully adapting the customer relationship. According to the 2020 OMDIA Decision Matrix: Selecting a Multichannel Cloud Contact Centre solution report, "When selecting a cloud contact centre vendor, an enterprise should consider how the potential solution can help it to add new functionality in stages as needed. Vendor roadmaps, technology partnerships, and investments in cloud infrastructure and security capabilities should all be reviewed as part of the selection process." The 2020 OMDIA Decision Matrix study recognises Worldline as a global cloud contact centre player: "Worldline has now developed into a world-class cloud contact centre provider with a focus on the higher-agent-count marketplace". Claude France, Head of Mobility & e-Transactional Services Global Business Line at Worldline: "With the evolution of consumption habits, companies now need to be ready to answer hyperconnected consumers. The Worldline Cloud-based Contact Centre solution, WL Contact, ensures continuous interactions and a 360° view of customers to support companies omnichannel strategy deployment. Worldline is proud to be recognised by OMDIA report for its solution breadth and depth, its product strategy, as well as the flexible pay-per-use pricing scheme." Flexibility and adaptability According to the report, "Cloud solutions give organisations more flexibility to expand or contract the number of agents based on the fluctuating requirements of the company or to switch customer interaction management across a multitude of channels". #contactcenterworld Veronica Silva Cusi, news correspondent Date Posted: Wednesday, February 3, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |