Contact Centre Counsel
The announcement in July that Zoom intended to merge with Five9 sparked a lot of interest in the use of video in the contact centre. The subsequent announcement that the merger is off leads me to wonder whether another false dawn for the video contact centre might have passed. Continue reading “What next for video in the contact centre?”
It’s unusual for Contact Centres to encounter an immediate technical imperative. Contact Centre pace of change has been gradual with 1970s call centre technology still recognisable in today’s contact centre platforms.
The 2020-21 global pandemic has created a technology inflection point which is already supporting some retail processes. Consumers and workers have stayed at home and this has driven expectations and experience of more immersive interactions. Why talk on the phone when a Facetime, Zoom, Teams or Webex chat has become the ‘new normal’?