Three Trends That Will Make You Want to Look Again at Your Contact Centre Infrastructure:
CCaaS, Emerging Technology and Artificial Intelligence.

Contact centre infrastructure and CRM functionalities are increasingly integrating, and sometimes competing, to deliver customer engagement capabilities.

The contact centre infrastructure market has evolved from telephony-based call centres to the routing of digital channels such as email, web chat, SMS, video and text messaging. Recently, it has also incorporated chatbot self-service (chat bots and conversational AI) while including customer journey analytics that enhance reporting capability.

Today is a great time for contact centre leaders that have the remit to match investment planning with operational and business goals.

This white paper aims to demystify the options available by drawing upon important emerging trends in this market, provide a look at the Contact Centre Infrastructure (CCI) and how this mature market is enabling call centres to provide customers with a unified and seamless experience.

About the author

Cirrus was founded in 2011 and is an award-winning provider of omni-channel cloud Contact Center Solutions (CCaaS) and IPT telephony, with over 10 years’ experience of using the best technology to deliver business outcomes and effortless customer experiences. Modern technology and a team that has many years of experience working in and around the Contact Center and IPT environment, provides a recipe for business transformational success.

Cirrus solutions combines best in class voice, SMS, webchat, email and social media. With a true cloud infrastructure, Cirrus operates on a true real-time basis with unlimited scalability and the highest level of resilience and security. Cirrus solutions activate the workforce, empowers businesses and call centers and informs business leaders to drive exceptional business results and customer experiences.

Cirrus has a broad range of experience across both the public and the private sector. Clients include Virgin Trains, NHS, FCA, CAA, LAA, Cafcass, InsureTheBox, Buckingham Palace and Economy Energy. Our deployments typically range from 5 – 1,000 users and customers benefit from the ability to unify resource across separate geographic locations (including homeworkers), leverage multichannel capability and move to a single view of the customer to name a few benefits.

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