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Archive of posts with tag 'contact 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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