News : Cloud Contact Centre Provider 1Stream Releases Platform 2.5
Cape Town, South Africa, Sept 14, 2015 -- 1Stream, a provider of cloud contact centre technology and services, has released an updated version of its platform. Platform 2.5 is essentially a response to the fast-changing contact centre environment, which is being shaped by the mobile-first trend and increasing use of multimedia in our everyday lives.
"Today's contact centre has to be properly equipped to manage customers making use of new channels such as social media and Web chat, for example," says Jed Hewson, Director at 1Stream. "In addition, new technology such as WebRTC, which allows a consumer to make a call via a Web browser without needing a landline number, presents challenges for contact centres that our updated platform is designed to take into account."
Having identified the key shifts in the broader contact centre environment, 1Stream's Platform 2.5 allows for new clients to only be browser-based, no need for a landline number to connect to customers.
"Contact centres are all about providing a streamlined service and a smooth customer experience," adds Hewson. "And as customers embrace new technology tools and platforms, so too should contact centres in order to meet customer demands and expectations."
Posted by Veronica Silva Cusi, news correspondent
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1Stream are providers of Hosted Contact Centre technology. The hosted or “software as a service” model offers affordable, pay-per-use access to world-class technology including a complete range of multi-media applications to route, record and report on any contact centre activity. 1Stream also offers ongoing support and consulting services to help clients extract maximum value from their technology services.
Published: Thursday, September 17, 2015