Today’s customers require 24/7 access to answers, whether through voice, email, chat, IM, or self-service. With so much of technology services moving to the cloud, how do contact center managers plan for reliability and resiliency in their CC operations?
The reliability of a cloud-based contact center depends a lot upon the nature of the business it needs to support, and on the choice of vendors supplying the solution. For example, a hospitality business may have greater tolerance for short periods of system downtime while peak traffic is re-routed, but a utility requires multiple points of redundancy across geographic regions. By defining business requirements first, Contact Center decision-makers can narrow the list of cloud solution vendors to evaluate.
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Finally, evaluate the reliability and resiliency of the provider’s technology itself. Some important considerations include:
The combination of all of these factors will impact the reliability and performance of contact center operations. Although resiliency is just one part of moving customer service to the cloud, it can play a significant part in delivering a consistent customer experience.
About Bright Pattern Inc:
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
Published: Monday, February 5, 2018
Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.
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Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.
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