Customer experience is a key success factor for enterprises, and with the increased pace of digitization companies are looking for scalable, reliable solutions to address their communication and customer interaction needs.
Contact centers are busier than ever today, due in part to the recent digital transformation trend, and exacerbated by the Covid-19 pandemic which has forced many organizations to move their business entirely online. This has resulted in long on-hold wait times, unhappy customers, and frustrated contact center employees. So what's a company to do? One quick win is to implement a modern Cloud-based contact center like SAP Contact Center 365. Read on to learn more.
Uffe Jes Hansen, VP EMEA, and Elias Moreira, Product Manager SAP People Connect 365, look at what enterprises need to maintain business continuity in the face of unexpected incidents that threaten to disrupt the day-to-day operation of the business.
We just ended the second decade of the 2000s and now look ahead to the 2020s. I expect that the 2020s will not be as roaring as the 1920s were, 100 years ago. But for the mobile industry, we’ve progressed a long way in the last 10 years.
Communications-platform-as-a-Service, or CPaaS, is a relatively new concept, but for anyone trying to harness the ever-growing number of channels and meet the expectations of the modern experience economy and customer, it is increasingly becoming a necessity.