It used to be that globalization was a concept considered by only the world’s largest corporations and enterprises, but that’s not the case today. No longer out of reach for small- to medium-sized companies, a global footprint is realized every day as more and more companies do business in multiple countries or continents.
When expanding contact center operations globally, companies often experience increased latency, which causes parties of telephone conversations to talk over each other. Longer transmission lines and interconnection equipment introduce a significant delay that can degrade the audio quality of the conversation between callers and the agents serving them.
For example, let’s say your retail sales company is operating a contact center in the United States, and you also serve customers in Europe. You have representatives in Europe handling all European sales inquiries. When a representative in Europe talks to a customer in Europe, the total latency could reach over 300 ms because calls have to go from the agent to the U.S. call center and back to the European customer. Such a delay can cause some noticeable issues in voice quality.
Partnering with a vendor that has many global local points of presence can greatly improve contact center communications and customer satisfaction.
A local point of presence can provide many benefits, including:
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: Friday, August 24, 2018
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