How can I help you? Let me count the ways

How can I help you? Let me count the ways

Whether you’re talking to a robot or a human agent, the latest contact centre software offers a dramatically streamlined experience, writes Róisín Kiberd

What’s the difference between a call centre and a contact centre? In a word, screens. One involves phone lines, and the other infinitely more. “It’s kind of an obvious evolution,” said Neil Wisdom, managing director of Intellicom, an Irish software development company and service provider specialising in IP telephony, unified communications and advanced contact centres. “If you think about the ways the world has moved on, a contact centre now encompasses multiple channels of communication,...

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