Seven Drivers for Buying an Integrated Contact Center Suite
New efforts to enhance customer experience (CX) involve exciting new technologies. But the keys to CX success and return on technology investments lie in the proper integration of capabilities, processes and tools. Study after study shows how improving CX leads to loyal customers who spend more, and recommend your company to others. At the same time, better managing your back office while continuously optimizing both the efficiency and happiness of your workforce has a huge impact on your bottom line. With a truly integrated contact center, you can have it all – top line growth combined with bottom line cost savings and productivity enhancements. The evolution from legacy tools and the days of voice-first interactions, to a breadth of digital channels and devices supporting a wide range of customer journeys, makes the choice of platform and capabilities critical.