IDC PeerScape: Practices to Enhance Employee and Customer Experience in Modern Contact Centers
This IDC PeerScape looks at how some organizations have developed strategies and practices that achieve top results using a modern contact-center-as-a-service (CCaaS) platform."Legacy contact center infrastructures are not adequate to support modern employee and customer expectations. Contact centers must upgrade to cloud infrastructures that can help them develop connected workflows by consolidating business operations into a common platform. They should carefully plan change management to make such initiatives a success," said Oru Mohiuddin, research director, European Contact Center.
IDC PeerScape Figure
Executive Summary
Peer Insights
Practice 1: Consolidate Communication Channels on a Unified Platform to Enhance EX and CX
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Example
Guidance
Practice 2: Upgrade to Cloud Platforms to Integrate with Business Applications for Continuous Workflows
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Example
Guidance
Practice 3: Carefully Plan Change Management to Ensure ROI from Implementing New Solutions
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Example
Guidance
Research Assistance
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