Podcast: Bringing Contact Centers into the 21st Century with CPaaS
Tune in to this exclusivepodcast, in which David Murphy talks to Uffe Jes Hansen, VP MEA at SAP Digital Interconnect. In the interview, Uffe discusses the transition from call centers to contact centers and how the emergence of different communication channels over the years has led to this.
He explains how important it is for enterprises to prepare for the future of digital customer interactions and addresses the impact of COVID-19 on contact centres, looking at how enterprises are coping and can continue to do so.
Finally, he presents a guide to how best to go about choosing a contact centre provider – and whether enterprises should choose a cloud or an on-premises solution.