Solution Guide For A Modern Contact Center

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ISI’s solution guide provides organizations with directives for modernizing the contact center.

ISI is pleased to announce the release of a new solution guide, “Mission Possible: Modernize Your Contact Center,” dedicated to providing organizations with directives needed for modernizing their contact centers. Since many contact centers rely solely on telephony, many contact centers are missing the opportunity to meet and greet their customers on the other channels where participation is thriving. The modern contact center’s major differentiator is that it looks beyond voice to other relevant modalities such as video, IM, and social media to interact with customers.

Today’s omni-channel consumer is designing the customer service landscape, and the modern contact center rises to the occasion with upgrades implemented for a customer-focused approach to give you a competitive advantage. Through this solution guide, ISI invites readers to visualize the contact center in a new way with a thorough review of the existing framework and technology in the modern contact center. Then, accounting for the myriad ways customers are interacting with the company, reviewing the contact center’s capabilities and assessing the needed upgrades. Finally, this solution guide alerts readers to available upgrades that, once integrated, modernize the contact center and provide the customers with the experience they want. These suggestions also offer cost enhancements in that companies can save thousands of dollars by investing in available applications that will complement and update existing Cisco UCCX environments that they may already be running.

The solution guide discusses the available applications, which include Unified Communications (UC) reporting, collaboration recording for voice and video calls, instant messages, and conferences, workforce management, speech analytics, traffic analysis, and telecom expense management. Each of these solutions provides a host of benefits when added to an existing UCCX contact center environment, including improved customer service, enhanced quality management, better training protocols, and increased compliance management.

Customer service has become the new differentiator between you and your nearest competitors; driving loyalty with an impeccable customer experience is the issue at hand for the modern contact center. Any future contact center strategy has to account for the impact of new modalities in addition to telephony-based support. ISI encourages companies to download the solution guide and become familiar with the available upgrades for an omni-channel contact center environment.

Click below to download the “Mission Possible: Modernize Your Contact Center” solution guide.


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Darlene Jackson is a published writer with many years of experience in digital publishing, advertising, and public relations. Her diverse assignments include stints with Chicago Public Media, The Chicago Tribune, and various print and online media and communication outlets. She is currently pursuing a master's degree at Northwestern University.

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