Four contact center optimization use cases for telco

A modern contact center is powered by a complex web of systems that enable and manage calls, chats, IVR, analytics, customer relationship management and more. The amount of customer data created and collected within your contact center and across your enterprise is typically contained in isolated, channel-specific applications. This means your agents and analysts can’t fully access or leverage it.

To deliver fluid and connected omnichannel experiences, you must understand exactly what your customers do across all your contact center channels, as well as what leads them to engage with you and what they do after an interaction.

Contact center professionals at leading enterprises are adopting solutions that improve their ability to visualize and measure cross-channel customer journeys; identify drivers of poor experiences and performance; and optimize experiences by bridging the gaps between chat, voice and IVR.