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Key Takeaways
Evolution of Technology: The transition from traditional PBX systems to cloud-based solutions like Contact Center as a Service (CCaaS) marks a significant evolution in contact centre technology.
Understanding the Landscape: Familiarity with the tech landscape is crucial for optimising operational efficiencies and enhancing the experiences of both advisors and customers.
Technological Advancements: Key advancements include AI capabilities, such as auto-summarisation and knowledge management systems.
Collaboration with Vendors: Collaboration between various tech vendors and CRM platforms is essential for delivering an integrated experience for contact centre agents.
Importance of Accessibility: The necessity for compliance with standards like WCAG 2 highlights the importance of accessibility in contact centre technology to support individuals with disabilities.
R&D Investment: Vendors are prioritising research and development exp...
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