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Archive of posts with tag 'contact center'

Virtual call centers have long been at the top of the wishlist for enterprises looking to cut costs through digital transformation, and 2020 is proving to be the year many leading consumer brands see their wishes come true. When enterprises across the Globe were forced to set users up for work-from-home (WFH) in response to the COVID-19 outbreak back in...

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Tags: cloud management, network management, network performance monitoring, network monitoring, network transformation, digital transformation, cloud transformation, covd 19, cloud adoption, cloud migration, cloud computing, virtual contact center, virtual call center, cloud contact center, cloud call center, contact center, call center

It’s no secret that the modern contact or call center is transforming from a facility that occupies physical real estate to an almost entirely virtual environment. LL Bean, J.C. Penny and other major retail brands, for instance, are shuttering many of their brick-and-mortar call centers and offering some employees the option to retain their positions, but in a “work-from-home” capacity....

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Tags: Artificial Intelligence, AI Operations, AIOps, AI, WAN, enterprise WAN, enterprise call center, enterprise IT, network performance monitoring, network performance, branch office, remote office, remote employee, remote worker, remote work, remote contact center, remote call center, contact center, call center

Cloud-based call centers have gone from risky experiments to a business standard over the course of the last decade. According to research from IDG, 62.4 percent of global enterprises now use cloud (or virtual) contact centers to facilitate their customer service and outreach operations, and for good reason. For starters, this reflects an overall trend of enterprise decentralization, where companies...

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Tags: call center, cloud call center, cloud computing, cloud contact center, contact center, network performance, network performance monitoring, virtual call center, virtual contact center

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