Avaya Engage 2018 Telecom Reseller Podcast: Multichannel Contact Center Success
link to the Telecom Reseller podcast: https://telecomreseller.com/2018/02/06/podcast-multichannel-contact-center-success/
by Gary Audin
A single media contact center is no longer very successful. Contact center software is becoming more complex and you don’t want a commodity solution. The multichannel environment with voice, email, and web chat is not of the future, it’s necessary today. What you would like is to be able to handle and operate multimedia the same way. What you are looking for is the agile evolution of technology while you’re handling legacy as well as new types of customers.
Driss Bouaazzi, Executive Director of BBX Technologies www.bbxtech.com and Gary Audin recorded this podcast at the recent International Avaya User Group conference. Driss discusses multichannel contact centers and the evolving mechanisms available for the best contact center operations. The contact center should support skills-based routing the same for voice, email, and chat. He points out that you want to record the voice, email, and chat the same way. Driss also focuses on workflow and workforce optimization that reports the conditions and traffic situations in real time so that decisions can be made immediately to modify the operations.
BBX Technologies www.bbxtech.com is a software telecom company established in 1996 with a simple mission: To improve how companies deliver customer service. The company specializes in intuitive call center technology. BBX Technologies is an Avaya DevConnect member, a contact center matter expert and has an impeccable reputation for product quality and service. BBX Technologies has received multiple awards from Pacesetters and FastTech 50 organizations.