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Overview
 

Times are changing, challenges aren’t. Customer experience is key.

These days, informed and tech savvy customers know what they want – easy interactions in an instant.

And they’ll reward companies that give them that. So creating a powerful and memorable experience becomes more challenging when you need to offer a whole range of digital contact channels, whilst keeping your costs under control.
Cloudy with a good chance of AI
Autonomous Customer 2021

Our new research with Cisco explores how coronavirus has affected contact centre solutions

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Overview
 

Times are changing, challenges aren’t. Customer experience is key.

These days, informed and tech savvy customers know what they want – easy interactions in an instant.

And they’ll reward companies that give them that. So creating a powerful and memorable experience becomes more challenging when you need to offer a whole range of digital contact channels, whilst keeping your costs under control.

Check out our video series below

By uncovering the details of customer interactions, we discover what people need for a brilliant experience.
Customer behaviours are driving change within customer contact solutions. Andrew Small, our Digital solutions director explains how we’re innovating and investing in new services to meet your customers’ ever-changing needs.
Your customers’ changing behaviour puts pressure on your contact centre. We help you transform your customer experience in a modular way.
At every stage, our customer contact solutions have the ability to adapt at pace and connect technology to your audience’s ever-changing needs.
We constantly innovate and enable technology choice so you can make rapid changes globally. Our customer contact solutions have flexibility baked-in.
With our contact centre solutions connecting everything together, you will shape your customer’s experience to deliver a brilliant outcome.

Creating a brilliant experience for customers’ ever changing needs

By uncovering the details of customer interactions, we discover what people need for a brilliant experience.  We’ll work with you to determine the best channels, tools, processes and partners to deliver it.

This relies on the ability to adapt at pace and adopt new technology to meet your audience’s ever-changing needs. Our Customer Contact solutions have flexibility baked-in, so you can make rapid changes globally. We help over 6,000 customers globally, managing over 16 billion minutes of calls per year,  with over 65,000 agents using our services.

Meet the experts

Want to know more? Connect with our team.

Andrew Small

Andrew Small
Digital Solutions Director

Andrew was appointed Digital Solutions Director in December 2019, reporting to our CEO.

Richard Atherton

Richard Atherton
Senior manager Cloud Contact Cisco, BT

Richard is globally responsible for the commercial, supplier and delivery management for our Cloud Contact Cisco product.

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