#Enterprise telephony management

[cloud-based-contact-center]

Cloud-Based Contact Center Solutions & Omnichannel Support

Did you know that 73% of customers use multiple channels throughout their buying journey? This statistic underscores a crucial shift in customer behavior: today’s consumers don’t just engage with brands through a single channel. They expect businesses to meet them wherever they are—whether it’s through social media, email, live chat, or even over the phone.

For businesses, this means that providing exceptional customer service is no longer about managing one channel. It’s about integrating all those channels into a unified experience. That’s where cloud-based contact center solutions with omnichannel support come in. By connecting voice, chat, email, social media, and more into one seamless platform, companies can ensure their customers have a smooth, consistent experience—no matter how or where they interact.

With omnichannel support, businesses can stay ahead of customer expectations, deliver faster, more personalized services, and create stronger, longer-lasting relationships. Let’s take a deeper look at how this powerful tool can help elevate your customer service.

Optimize your cloud-based contact center solutions to deliver better omnichannel support

At Blackchair, we understand that every customer interaction is an opportunity to build a lasting relationship. That’s why with our CCaaS configuration services, we ensure that your platform is tailored to your exact needs, delivering real-time insights, enhancing agent performance, and providing the flexibility you need to scale. 

Our solutions are designed to empower your team, improve operational efficiency, and keep your customers happy—every time they interact.

[cloud-configuration-assessment]

Cloud Configuration Assessment – Optimize Your CCaaS

A comprehensive configuration assessment is the backbone of a robust cloud strategy. It goes beyond basic setup to ensure that your environment is not only functional but optimized for security, cost-efficiency, and performance. This in-depth review reveals inefficiencies, uncovers hidden vulnerabilities, and ensures your infrastructure is aligned with your unique business needs.

With expertise in cloud environments across multiple industries, a comprehensive assessment identifies and addresses areas for improvement. This approach helps optimize your infrastructure, allowing you to focus on scaling your business while maintaining operational efficiency and security.

Additionally, as cloud technology evolves rapidly, continuous monitoring and regular evaluations are essential to stay ahead of emerging threats and new industry standards. Ongoing support ensures that your environment adapts to changing demands and remains future-proof. This long-term strategy evolves with your business, empowering you to leverage cloud capabilities for sustainable growth and innovation.

Why choose blackchair for cloud configuration assessment?

At Blackchair, we specialize in tailoring cloud configuration assessments to meet your unique business needs. Our expert team works closely with you to ensure your cloud environment is fine-tuned for optimal performance, security, and cost-effectiveness. We take a proactive approach to identifying inefficiencies and vulnerabilities, providing you with actionable insights to enhance your infrastructure. Let us handle the technical details and continuously optimize your cloud strategy, so you can focus on growing your business and staying ahead in a competitive landscape.

[blackchairuk]

Cloud Migration Benefits | Transform Your CX Strategy

Discover the range of benefits you can experience by migrating to a cloud contact center solution.

For businesses at the forefront of digital transformation, the shift to the cloud is not just an IT upgrade—it’s a critical strategic move. The migration to cloud-based infrastructure enables businesses to re-architect their customer engagement strategies with increased agility, robust scalability, and an unprecedented capacity for innovation.

The real question isn’t why you should migrate to the cloud—it’s why not. Companies entrenched in legacy systems face more than operational inefficiencies; they risk falling behind the curve in delivering dynamic customer experiences. And for customer-centric enterprises, cloud migration benefits offer the competitive edge necessary to thrive in today’s hyper-connected marketplace.

Cloud migration's unique advantage lies in its ability to accelerate the adoption of cloud-native technologies, empowering continuous innovation. Unlocking the cloud’s potential transforms your CX strategy. Real-time analytics allow businesses to harness customer insights for personalized interactions, while AI-driven automation enhances operational efficiency without sacrificing quality. Furthermore, cloud-supported omnichannel integration enables cohesive experiences across various touchpoints—voice, chat, email, and social media. Embracing cloud technologies not only improves IT infrastructure but also fundamentally redefines how businesses engage with customers, meeting their evolving expectations effectively.

Experience cloud migration benefits with Blackchair Clarity

If your business is ready to capitalize on the power of the cloud, it’s crucial to start with a well-thought-out migration strategy, tailored to customer experience transformation. Moving your contact center to the cloud requires a deep understanding of both your infrastructure and your customer engagement roadmap.

At Blackchair, we specialize in guiding enterprises through seamless CCaaS migration, ensuring that you transition to the cloud efficiently and unlock the full value of cloud-native customer experience platforms.

[devops-consulting]

Best Practices For Effective Contact Center Management

Discover how to enhance efficiency, scale effortlessly, and deliver exceptional customer experiences with contact center management strategies.

Managing a contact center has never been more complex. As customer expectations rise, businesses need flexible, scalable solutions that keep them ahead of the curve. Traditional, on-premises contact centers struggle to adapt, often bogging teams down with inefficiencies and high operational costs.

With contact center management solutions built on CCaaS platforms, companies can streamline operations, increase flexibility, and ensure a smooth customer journey across all communication channels. Whether you’re looking to scale or optimize your current processes, CCaaS configuration offers a tailored, cost-effective approach to meet your unique needs.

Streamline contact center workflows to boost customer satisfaction. Inefficient processes cause delays and frustration. Implement clear, adaptable workflows designed for varying call volumes. Utilize automation tools and AI-driven routing to direct inquiries to the right agents, reducing wait times and improving resolution rates. Well-optimized workflows enhance efficiency, allowing your team to focus on delivering exceptional service. Regular workflow audits and updates ensure your contact center stays agile and responsive to changing customer needs and business requirements. Empower your team with the tools they need to succeed.

Experience cloud migration benefits with Blackchair Clarity

Transform your contact center management with Blackchair’s expert CCaaS configuration. Whether you’re upgrading your infrastructure or scaling for growth, our cloud-based solutions help streamline operations, boost agent productivity, and enhance customer satisfaction. With Blackchair, you’ll experience seamless integration and automation, unlocking the full potential of your contact center.

[cx-project-management]

How to unleash the digital transformation of CX in your business

CCaaS presents the latest evolution of the contact center and is the ultimate CX delivery platform that enables a truly end-to-end digitized CX delivery.

Migrating to a CCaaS operation is a highly worthwhile investment that offers organizations the opportunity to establish a fully digitalized CX environment while also providing a high return on investment from multiple aspects including workflow efficiency, customer satisfaction, engagement levels from digitalized Cx delivery and so much more.

Explore avenues to unleash digital transformation through automation 

Digital transformation of CX will require an enormous commitment on the organization’s part to train agents, collect pertinent data, and formulate accurate plans. 

Leveraging automated solutions for data-gathering through CX forensics, automating CCaaS configuration management, and utilizing automated discovery to save time, money and effort provide a promising path to a swift and successful digital CX transformation.

They can also allow organizations to better focus on the entire customer journey, following a holistic approach to digitizing CX so that organizations can build powerful and long-term relationships with customers that support maximum retention while minimizing churn.

[cx-analysis]

Optimizing CX delivery with initiatives for enhancing employee experience

The benefits of having a fully-fledged CCaaS operation staffed by competent and well-trained agents far outweigh the costs for organizations that are willing to make this investment.

What should businesses prioritize for better EX for better CX outcomes?

Organizations must focus on the implementation of new technologies that enable their employees, drive empowerment, and create optimal efficiency.

This includes both CX and EX, as 95% of organizations said that cloud enablement is vital to derive favorable CX and EX outcomes. In this instance, CCaaS migration must be a key consideration for any business looking to ensure continuity and establish a competitive advantage.

Embracing new technologies to evolve CX delivery and utilizing the insights brought about by the newly prioritized EX can help organizations directly improve their bottom lines.

[jmaartenw]

House Envy? Is house envy a thing? We think so. Check out one of our recent web development projects with the award winning Poppy Developments in Devon. Simon and the team at Poppy Developments are creating amazing and unique homes in the South West of the UK. The Cove, a selection of 2, 3 and 4 bedroom homes is Poppy Developments next project. Saint IT provides IT Solutions for the small and medium enterprise. We create and re-launch websites that attract customers and help your business succeed Our company principal of customer first drives our determination to understand the business of our customers and how IT can solve challenges and support future growth. We equally understand that our customers need a cost-effective solution appropriate for the size of business. Saint IT believes that we can achieve these results for you. Saint IT offers the SME's across the UK services for; Managed IT Services IT ConsultancyCustomer Relationship Management (CRM) Enterprise Resource Planning (ERP) Microsoft 365 solutions and support Web design and hosting Multi and hybrid cloud computing Hardware provisioning Network and telephony systems and support Remote working and bring your own device (BYOD) Business continuity services Requirements management and system design Project planning and delivery We are a proud supporter of local charities and NFP organisations. www.saint-it.co.uk www.poppydevelopments #saintit #poppydevelopments #web #webdevelopment #webdesign #architecture #construction #cloud #startup

[uk-talk]

What are the benefits of using a hosted VOIP phone system for businesses?

One key requirement for a business to succeed in this competitive online market is robust communication. It has made modern businesses abandon traditional phone lines and adopt hi-tech business communications tools like hosted VoIP. What is a hosted VoIP?

A hosted VoIP (voice-over-internet-protocol) is an internet-based communication service managed by a third-party provider. It can effortlessly support the communication processes of a business and help them thrive in this competitive market. As this unified communication solution is inexpensive and secure, large and small enterprises are replacing traditional phone lines with VoIP. Let us break down how using a hosted VoIP benefits a business. VoIP offers several elements that may help businesses prosper. Some of them include: 1. Call recording facility: It helps businesses record calls for quality and training purposes. 2. Multiple Platforms: Based on the user’s requirement, the same phone line can be used from different platforms such as a traditional telephone handset, a mobile device, or a desktop or laptop. 3. Voicemail-to-email: Voicemail recordings can be sent to email addresses, allowing users to send important messages on time.  4. Call screening: It allows business owners to recognize important callers and even redirect calls to other phones or mailboxes. 5. Video call: It supports video conferencing via the internet. 6. VoIP and unified mobile integration: This is the ultimate feature that lets professionals use the business phone number on their phones and stay connected anywhere and anytime. The above features of hosted VoIP help businesses in many ways. Supports flexible working

Adopting VoIP service can help the team to receive and make calls from anywhere and at any time through the Internet. Enhanced productivity and customer experience

The auto-attendant features allow team members to take calls from anywhere and route calls to the correct person. It enhances the firm's productivity and improves customer experience. Cheaper

They are much cheaper than the traditional phone lines as they neither need expensive equipment or hardware nor do they have to pay any cost as maintenance fees. All they need to pay is a monthly subscription charge. Some VoIP service providers offer generous free call allowances that lower the monthly bills. Future proofs businesses and supports long-term growth.

By 2025, BT will be turning off its PSTN and ISDN networks, so investing in a hosted VoIP is a good investment as it can help a company grow. It supports the futuristic Unified Communications, which is a set of applications that helps companies communicate in real-time or non-real-time. Dependability and Disaster Recovery

Hosted VoIP systems have built-in disaster recovery. It allows team members to connect even during a power cut, and as VoIP systems are located in the UK's resilient data centers, their chances of an outage are minimal. Summing Up

Businesses of different sizes can gain from the futuristic features of VoIP systems. UK Talk offers hassle-free and reliable unified business communications solutions to businesses across the UK.  It helps enterprises access tomorrow’s technology through affordable cloud-based telephony solutions.

[aitoolswhitehattoolbox]

Manager - IT Hardware Sales (3-7 yrs) Mumbai/Bangalore (B2B/Corporate Sales)

– 3 plus years of work experience in Direct sales, B2B sales/Corporate sales/Enterprise Sales – Extensive Experience in the IT Infrastructure product, catering to networking and AVBRI products along with data center and IP telephony solutio… Apply Now

[jcmarchi]

Vapi Secures $20M Series A to Redefine Enterprise AI Voice Agents

New Post has been published on https://thedigitalinsider.com/vapi-secures-20m-series-a-to-redefine-enterprise-ai-voice-agents/

Vapi Secures $20M Series A to Redefine Enterprise AI Voice Agents

Vapi, founded in 2023 by CEO Jordan Dearsley and CTO Nikhil Gupta, has announced a $20 million Series A funding round led by Bessemer Venture Partners, alongside investments from Abstract Ventures, AI Grant, Y Combinator, Saga Ventures, and Michael Ovitz. As generative voice models rapidly approach human-level interaction—often passing a “voice Turing test”—enterprises need a platform that can help them seamlessly integrate these capabilities into their customer interactions, workflows, and services.

Vapi sets out to “bend the arc of technology back to the human voice” by giving developers the tools to deploy AI voice agents in minutes instead of months. This developer-first approach removes complexity, letting engineering teams focus on their core products. Through its flexible APIs and broad platform integrations, Vapi quickly transforms existing CRMs, EHRs, and telephony systems into immersive voice-enabled experiences.

Backed by Global Technology Investors

Bessemer Venture Partners, known for supporting innovative companies across various sectors—including Pinterest, Shopify, Twilio, Yelp, LinkedIn, and DocuSign—recognized Vapi’s unique potential from the start. With more than 145 IPOs and a portfolio of 300+ companies, Bessemer’s extensive track record and resources will help Vapi scale to meet global demand for advanced voice AI.

“We believe AI will fundamentally impact every vertical of the economy, with voice agents becoming a core interface for many applications,” said Byron Deeter, partner at Bessemer. “Vapi is emerging as the leading developer platform for conversational voice agents, redefining how people interact with technology.”

Rapid Growth and Widespread Adoption

In just six months since launching, Vapi scaled to millions in revenue by serving a diverse range of enterprises, from customer support and outbound sales to telehealth and food ordering. Companies like Mindtickle, Luma Health, Ellipsis Health, and Gestionadora de Créditos have harnessed Vapi to handle high call volumes seamlessly, demonstrate human-like responsiveness, and improve the overall caller experience.

This rapid market adoption reflects a growing need for AI voice agents that can scale without losing the warmth and nuance of the human voice. As Apple Intelligence and Google Gemini prepare to bring voice assistants to billions of people, Vapi ensures that developers have the infrastructure to keep up with this voice-first movement.

Developer-First Approach: Building Voice AI in Minutes

A core part of Vapi’s strategy is to empower developers. Instead of months spent piecing together complex systems, developers can now build, test, and deploy robust voice agents with low-latency response times and multilingual support.

Inbound and Outbound Calls: Handle inbound inquiries or set up outbound call campaigns at scale.

Voice Products and IoT: From SaaS support desks to IoT devices, Vapi’s stack plugs into numerous platforms.

Flexible Integration: Mix and match preferred speech-to-text, text-to-speech, and LLM providers.

No-Code and Server URL Quickstarts: Even teams with minimal voice AI experience can launch projects in a matter of minutes.

Driving Innovation Across Industries

Vapi’s adaptability makes it a fit for nearly any vertical:

Healthcare and Telehealth: Appointment scheduling, patient FAQs, and prescription refills managed by voice agents.

Travel and Hospitality: Reservations, bookings, and real-time customer queries handled in a natural, conversational style.

Finance and Insurance: Policy inquiries, claims assistance, and secure account actions executed at scale.

Retail and Food Services: Handling menu inquiries, order taking, and reservation confirmation seamlessly and efficiently.

According to CEO Jordan Dearsley, “Consumer-facing companies run on voice. To scale their revenue, they need to scale their voice operations. But, people don’t scale. With generative voice models, it’s flexible like a human and can scale to millions of calls.”

Technology That Speaks Like a Human

Under the hood, Vapi’s platform is built for performance and scalability:

Sub-500ms Latency: Achieve near-instant responses through optimized GPU inference, caching, and high-performance networking.

Natural Turn-Taking: Built-in interruption handling and endpointing models ensure voice agents listen and respond just like human operators.

Global Infrastructure: A Kubernetes-based architecture and private internet backbone enable high availability and low-latency performance worldwide.

“Vapi is far ahead of any other platform—simple, powerful, and it just works,” said Marcelo Oliveira, SVP of Engineering at Luma Health.

Scaling Infrastructure and Engineering Talent

With the new funding, Vapi will expand its engineering team to further strengthen its real-time infrastructure and onboard new enterprise customers. By investing in top technical talent, Vapi ensures that its developer tools continue to evolve, constantly improving reliability, functionality, and usability. The company’s ultimate aim is to make voice AI as accessible and dependable as any other API in a modern developer’s stack.

Industry Endorsements and Market Validation

The excitement around Vapi is evident through endorsements from customers and partners like Groq, Relevance AI, and Deepgram. They praise Vapi’s responsiveness, ease of integration, and developer-focused support. From real-time voice sales agents to advanced training simulations and multilingual chat, these testimonials highlight the platform’s versatility and potential to shape how enterprises use voice technology.

By removing the friction of building from scratch, Vapi lets developers concentrate on their unique business logic. “I spent time at Stripe in 2012 and I saw what it takes to design and support a great API. This team has that kind of magic,” said Richard Burton, CEO of Balance IO.

Bending the Arc Back to the Human Voice

Vapi’s mission is rooted in the idea that voice should once again become the default interface—a natural, human way to interact with technology. Through its flexible APIs, industry-leading latency, and developer-first approach, Vapi delivers voice AI capabilities that feel as natural and responsive as any human conversation.

With the $20 million Series A in hand, Vapi stands poised to usher in a future where voice agents are as common and reliable as web or mobile interfaces. As enterprises across the globe look to scale their voice operations, Vapi provides the platform, tools, and guidance to help them build it—all in a matter of minutes.

[forblogmostly]

Transforming Customer Engagement: One Point One Solutions Partners with a Global Data Analytics Leader

On December 2, 2024, One Point One Solutions Limited, a prominent player in business process management (BPM) solutions, announced a groundbreaking partnership with a leading global data analytics and consumer credit reporting firm. This collaboration represents a transformative step forward for One Point One Solutions as it harnesses its expertise in customer engagement to redefine standards of service excellence in India.

Headquartered in Navi Mumbai, One Point One Solutions has long been at the forefront of delivering advanced business solutions. Its alliance with the global data analytics leader underscores the company’s commitment to innovation, as it integrates state-of-the-art technology and operational strategies to enhance the client’s omni-channel customer experience.

Under this partnership, One Point One Solutions will deliver cutting-edge omni-channel contact center services designed to streamline and elevate customer interactions. This endeavor aims to create seamless experiences that not only meet but exceed the expectations of customers across key markets. Additionally, the company will provide enterprise-level cloud-based telephony solutions and develop a centralized complaint management system equipped with automated data processing and email operations.

Leadership Speaks Akshay Chhabra, CEO and Founder of One Point One Solutions Limited, expressed his enthusiasm for the partnership, highlighting its potential to revolutionize customer engagement strategies. According to Chhabra, the collaboration enables both companies to leverage specialized technological talent and operational expertise, ultimately accelerating their shared vision of becoming global leaders in customer experience solutions.

"In today's data-driven landscape, information is a powerful tool for innovation and digital transformation," Chhabra remarked. "This partnership is not just about service delivery; it's about establishing a robust, integrated model that creates sustainable value for both organizations while enhancing the customer journey."

Expanding Global Footprint One Point One Solutions has a rich history of offering comprehensive solutions across BPO, KPO, IT services, technology, and analytics. Over the past two decades, the company has carved a niche for itself in key sectors such as banking and finance, retail and e-commerce, travel and hospitality, insurance, and healthcare.

The company’s strategic international expansion, marked by the establishment of One Point One USA Inc., has solidified its presence in the United States. Moreover, its acquisition of IT Cube Solutions has extended its reach to markets in England, the Netherlands, Germany, the Middle East, Singapore, and Australia.

Today, the organization boasts a team of over 5,600 professionals who deliver tailored solutions to a diverse client base. With expertise ranging from technology implementation to skill development, One Point One Solutions continues to adapt to the dynamic needs of its clients, helping them achieve operational excellence and sustainable growth.

A Vision for the Future This partnership with a global data analytics leader aligns seamlessly with One Point One Solutions’ broader vision of innovation and customer-centricity. By embracing cutting-edge technology and building integrated delivery models, the company is poised to address the evolving demands of businesses in an increasingly competitive and data-driven world.

For One Point One Solutions, the collaboration represents not just an opportunity to enhance customer experience but also a step toward redefining the benchmarks of service quality across industries. As the company continues to expand its footprint and capabilities, it remains committed to delivering transformative value to its clients and stakeholders.

[ariatelecomsolutions]

IP PBX Manufacturers: Revolutionizing Business Communication

In today's fast-paced business world, seamless communication is the key to success. Traditional phone systems no longer suffice in meeting the complex demands of modern enterprises. This is where IP PBX manufacturers step in, offering advanced solutions that integrate voice, video, and data communication over a single network. In this blog, we’ll explore what IP PBX systems are, their benefits, and the top manufacturers leading the way in this innovative field.

What is an IP PBX System?

An IP PBX (Internet Protocol Private Branch Exchange) is a telephony system that uses Internet Protocol (IP) to manage and route calls within a private network. Unlike traditional PBX systems that rely on circuit-switched networks, IP PBX systems transmit voice as data packets over an IP-based network, providing greater flexibility, scalability, and cost-effectiveness.

Features of IP PBX Systems

VoIP Integration IP PBX systems support Voice over IP (VoIP) technology, enabling businesses to make calls over the internet at reduced costs.

Unified Communication They combine voice, video, and messaging into a single platform, streamlining communication.

Scalability Businesses can easily add or remove users without the need for extensive hardware modifications.

Remote Connectivity Employees can connect to the system from anywhere, ensuring seamless communication for remote teams.

Auto Attendant and IVR Features like automated call routing and interactive voice response (IVR) enhance customer interaction.

Call Recording and Monitoring IP PBX systems offer built-in call recording and real-time monitoring capabilities for quality assurance.

CRM Integration These systems integrate with Customer Relationship Management (CRM) tools to provide a unified view of customer interactions.

Benefits of Choosing an IP PBX System

Cost Savings Reduced infrastructure and maintenance costs make IP PBX systems a cost-effective solution.

Enhanced Productivity Unified communication and collaboration tools boost employee productivity.

Flexibility and Mobility IP PBX systems allow employees to work from anywhere, improving flexibility and reducing downtime.

Improved Customer Service Advanced call routing and monitoring features ensure faster response times and better customer experiences.

Future-Proof Technology With regular updates and scalability, IP PBX systems are designed to meet the evolving needs of businesses.

Leading IP PBX Manufacturers

Aria Telecom Aria Telecom is a trusted name among IP PBX manufacturers, offering state-of-the-art systems tailored to the needs of various industries. Their IP PBX systems come with advanced features like VoIP integration, call analytics, and multi-location connectivity, making them ideal for modern businesses.

Cisco Systems Known for its robust and scalable IP communication solutions, Cisco provides enterprise-grade IP PBX systems with unparalleled reliability.

Avaya Avaya delivers feature-rich IP PBX systems designed for businesses of all sizes. Their solutions focus on unified communication and collaboration.

Grandstream Grandstream offers affordable and high-quality IP PBX solutions that cater to small and medium-sized enterprises (SMEs).

NEC NEC’s IP PBX systems are known for their seamless integration, scalability, and intuitive user interfaces.

Why Choose Aria Telecom for IP PBX Systems?

Aria Telecom stands out among IP PBX manufacturers for its commitment to delivering innovative and reliable communication solutions. Here’s why Aria Telecom is a preferred choice:

Advanced Features: Their IP PBX systems come equipped with features like IVR, call recording, and analytics.

Customizable Solutions: Aria Telecom offers tailored solutions to meet the unique needs of different industries.

User-Friendly Interfaces: Their systems are easy to install, configure, and manage.

Cost-Effective Pricing: Aria Telecom provides high-quality systems at competitive prices.

Exceptional Support: With a dedicated customer support team, they ensure seamless installation and maintenance.

Applications of IP PBX Systems

Corporate Offices Manage inter-office and external communication efficiently.

Call Centers Enhance call management, routing, and monitoring.

Educational Institutions Facilitate communication between departments, faculty, and students.

Healthcare Facilities Ensure quick and reliable communication between doctors, staff, and patients.

Hotels and Hospitality Offer seamless communication for guests and staff.

Investing in an IP PBX system from a leading manufacturer is a smart move for businesses seeking to optimize their communication infrastructure. Among the top IP PBX manufacturers, Aria Telecom stands out for its innovative, reliable, and cost-effective solutions. Whether you’re a small business or a large enterprise, their IP PBX systems are designed to meet your unique needs.

Upgrade to an IP PBX system today and experience the future of communication with Aria Telecom!

[blackchairuk]

Tracking Customer Satisfaction Metrics For Better CX

In today’s hyper-connected digital ecosystem, where every click, swipe, and tap leaves a digital footprint, organizations face a dual challenge: meeting customer expectations and staying ahead of the curve.

The solution? Data-driven decision-making. It’s not just a buzzword; it’s the bedrock of CX transformation.

[devops-consulting]

What should businesses prioritize for better EX for better CX outcomes?

Organizations must focus on the implementation of new technologies that enable their employees, drive empowerment, and create optimal efficiency.

This includes both CX and EX, as 95% of organizations said that cloud enablement is vital to derive favorable CX and EX outcomes. In this instance, CCaaS migration must be a key consideration for any business looking to ensure continuity and establish a competitive advantage.

[cx-project-management]

Streamline your move to an omnichannel contact center with automated discovery

As discussed earlier, one of the biggest challenges with moving to omnichannel contact centers is breaking down data silos. If this is a reason that is putting you off of CCaaS migration and implementing omnichannel solutions that drive objectives, automated discovery solutions can be a massive help.

They can identify valuable configuration IP for migration, eliminate redundant configurations, and identify operational change habits & trends to drive transformation requirements.

[cx-analysis]

An Outlook On The Future Of Customer Journey Orchestration

With evolving CX technologies and transformative projects like CCaaS migration becoming more popular, the importance of customer journey orchestration becomes even more pronounced.  Let’s take a look at some recent developments in this realm.