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Frictionless Engagement with SAP Contact Center 365

Community Manager
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Pekka Porkka, Head of Development SAP Contact Center 365 and Markku Helin, Chief Product Owner for SAP Contact Center 365, explain how the new bar for contact centers is frictionless customer engagement providing interactions across channels that are easy, data-driven, and seamless. SAP Contact Center 365 provides the complex, behind-the-scenes integration and intelligence to enable frictionless customer engagement between channels.

 

Enhancing customer experience through multiple online and offline channels has become critical for businesses, governments, and nonprofits cultivating prospects, customers, and constituents. Enhancing the customer experience has become equally important for contact centers. 

 

Since the pandemic, many organizations say they are moving faster to digitally transform how they do business and how they communicate. More remote workers and increasingly online lifestyles are changing the role and expectations of contact centers. They must support remote workers and customers, handle data across different channels in real-time, and blend multimedia (e.g., sending photos or video of a broken product) with phone, Web, chat, and other channels.

 

“The new bar for contact centers is frictionless customer engagement interactions across channels that are easy, data-driven, and seamless,” says Markku Helin, Chief Product Owner for SAP Contact Center 365.

 

Read the full article on CIO Today.