Key to these successful implementations are the use of self-service technology to deliver high volume personalized (or mass personalization) services, and the use of cloud services to leverage information from multiple front and back office systems to create intelligent, customer friendly experiences.

“By taking advantage of cloud contact centre services resellers can put together product packages that resolve more queries first time and deliver more personalized experiences at every step of the customer journey.”

Martin Taylor, Director and Co-founder of Content Guru

 

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