Pekka Porkka, Head of Development Sinch Contact Center and Markku Helin, Chief Product Owner for Sinch Contact Center, explain how the new bar for contact centers is frictionless customer engagement ─providing interactions across channels that are easy, data-driven, and seamless. Sinch Contact Center 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 (for example, 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 Sinch Contact Center.
Note: Sinch Contact Center is the new name for the former SAP Digital Interconnect product SAP Contact Center 365.
As the Head of Community Engagement and Knowledge Architect for Digital Interconnect, Shahzad is responsible for managing the Digital Interconnect Community and the various Knowledgebases and Documentation tools used by Digital Interconnect.