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Why flexibility must drive contact centre modernisation

1 Nov 2017: Trans-Tasman communications technology specialist Pyrios says businesses must factor platform flexibility into contact centre modernisation to cope with emerging digital channels.

The company argues that new technologies, such as emotional analytics and artificial intelligence, must be quick and easy to integrate as customers embrace new forms of communication.

Pyrios head of product and marketing Simon Nicholson said businesses evaluating new contact centre technology had to consider how they expected to interact with customers in an uncertain future.

“Early contact centre modernisation drove a shift to more proactive outbound communication. From there, the rise of digital consumers created a riptide that swept businesses to omnichannel platforms. And now the tide is turning to platform flexibility to deliver personalisation – communication on customers’ preferred channels, including channels yet to emerge,” said Nicholson.

A series of three eBooks published by Pyrios' partner Genesys explores challenges of contact centre modernisation, covering key considerations, deployment choices, and distinctions between cloud 1.0 and cloud 2.0 contact centre technology.

The first eBook in the series, ‘The essential guide to contact centre modernisation’, frames broad considerations for contact centre modernisation.

Recognising key issues facing technology buyers, including end-of-life ACD (automatic call distributor), uncertainty around legacy vendors, emerging digital channels, and the need to maintain the history and context of customer conversations, the guide sets the scene for a closer examination of contact centre platform options covered in two subsequent eBooks: ‘Ten considerations for moving your contact centre to the cloud’, and ‘Not all clouds are created equal’.

Download the eBook 'The essential guide to contact centre modernisation' to start your journey to a future-proof contact centre platform.

Last year Pyrios inked a deal with cloud-based customer engagement specialist Interactive Intelligence – a company Genesys acquired in 2016 – bringing cloud contact centre services to the Australian and New Zealand markets.

About Pyrios

Pyrios is a communications technology specialist. We deliver a range of smart communications technology, consulting, integration and managed services to help our clients deliver brilliant customer engagement, every time. Businesses call on us when they need to reduce communications costs, improve contact centre performance, open new marketing channels, win new customers, and gear up communications for rapid expansion. Or simply deliver better business outcomes through effective customer engagement. We provide services across Australia and New Zealand with offices in Auckland, Wellington, Melbourne, Sydney, Canberra and Perth.  Learn more at www.pyrios.com.  For useful news and updates follow Pyrios on Twitter (@PyriosSocial) and LinkedIn.

About Genesys
Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the centre of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate over 24 billion contact centre interactions per year in the cloud and on premises. For more information www.genesys.com/anz.

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