Over three quarters of customers expect to solve complex problems in a single interaction with one agent. But let’s be honest, you can’t do that with your legacy call or contact centre, can you?
The clock is continuing to tick ever closer to a new era of connectivity. 2027 will signal the switch-off of the public switched telephone service (PSTN) and integrated services digital network (ISDN), creating a shift to the all-IP world for businesses.
Do you remember the time when resellers would simply sell a telephone system, bolt on a maintenance plan, pop the deal on a lease and react to any requests from the ens user? Customer service was limited to occasional phone calls to check-in.
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