Contact Center 2.0: The Rise of Collaborative Contact Centers
Customer experience is the new competitive advantage
Research shows that when it comes to digital transformation and corporate innovation, one of the top catalysts for change in companies is exploring how to better serve the evolving digital customer. It’s true: Today’s consumers’ relationship with technology pushes companies in new directions. Companies are continually trying to improve their customer service capabilities so their customers can interact seamlessly with them via their touch point of choice.
This sets a foundation for Contact Center 2.0, a shift from on-premises technologies, work siloes, limited and/or dated customer channels, and distributed knowledge to cloud-based, collaborative, omnichannel, and intelligent customer engagement. Contact Center 2.0 represents an integrated approach to unified communications that brings business experts and contact center agents together to deliver modern, real-time customer experiences.