Web chat set to dominate the new Customer Engagement Centre
2015 will be the year that truly configurable, mash-up powered Customer Engagement Centres start to set the customer contact technology agenda according to Paul White CEO mpl systems.
“For 2015 we’re expecting an increased focus on those solutions that allow service providers to model exactly the customer engagement approach they require, without having to force their business processes around needlessly complex, one-size-fits-all CRM models.
Technologies that support this next generation model, particularly when it comes to taking advantage of digital channels, will play a key role in 2015’s best practice contact technology deployments,”. mplsystems' five key Customer Engagement Centre Technology Indicators for 2015 are:
“2014 has again shown that traditional CRM and contact centre vendors struggle to deploy in months, or even years, what more flexible, cloud-enabled solutions providers can deliver in days and weeks. It’s this kind of disruptive technology – powered by the five innovations listed here that will continue to shake up the traditional contact centre infrastructure market in 2015.”