Ventana Research Analyst Perspectives

Hold-Free Networks’ Can Enhance Customer Experience

Posted by Richard Snow on Jul 2, 2012 11:26:57 AM

Many companies have legacy systems in their contact centers, especially systems to manage telephony. My research into the use of technology in centers shows they can create headaches for center managers whose budgets don’t allow them to invest in new systems to match emerging business requirements and changes in consumer behaviors. My research into customer relationship maturity shows that consumers now want to interact with companies through multiple communication channels, with social media and smartphones rapidly emerging as the two channels of choice, which legacy systems cannot accommodate.

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Topics: Social Media, Customer Experience Management, Social CRM, hold-free networks, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, CRM