The industry is shifting focus to customer engagement
With Unified Communications now the norm for new telephony deployments, manufacturers have turned their attention to the Contact Centre as an increasing point of differentiation.
This has meant two things, 1) R&D in contact centres has sky rocketed over recent years, 2) traditional PBX suppliers are now going head to head with the mainstream contact centre suppliers.
The products is the market vary wildly on architecture, integration, features, media channels, applications such as call recording, work force management, quality scoring, speech analytics to name a few is vastly different between products.
This is exciting news for techies and the industry alike and the next few years looks to be filled with new possibilities.
If you would like to find out more information, please feel free to contact Soniza via the contact section on our web page.