Using case studies selected from some of the largest contact centres in the world, we’ll illustrate the benefits of modernizing the technology agents use for voice, video, screen sharing and other forms of customer communications, including:
• Increase call quality and reliability while reducing costs by converging communications onto a common session initiation protocol (SIP) architecture.
• Reduce contact center fraud and dramatically improve network scalability using new voice biometric and call recording technologies.
• Reduce the complexity of call recording systems while simplifying integration with analytics, business applications and compliance management systems using open API-driven architectures.
• Deliver an integrated multi-channel customer experience that includes screen sharing and video for a range of contact center sales and service use cases.
