Expert Blog

UC Today’s David Dungay hosts Stijn Nijhuis, CEO, Enreach. In this session we discuss the following: Enreach acquires Benemen and enters the nordic market; The Casual Contact Centre opportunity; The merging of UC and CC technology

Contact centre platforms have previously been seen as the preserve of large corporations that can afford substantial upfront investment in infrastructure, handle lengthy and complex deployment projects and attract the attention of large, global service providers to ensure good customer service. However, as familiarity and comfort with cloud solutions have increased, many of these barriers have been reduced or removed. Smaller businesses are now using cloud-based contact- centre-as-a-service (CCaaS) platforms and this is empowering them with large enterprise-grade contact centre functionality.

Anne Bakker, co-founder of Botsquad, Martin Classen, chief product officer at Enreach, and Alfred Nesweda, CEO of masvoz, explain why automation is a win/win for a better CX and reduced costs in contact centres. Introducing smart automation into cloud-based contact centres is more than just technology innovation: instead of having to choose between a great customer experience (CX) and reducing costs, it is now possible to have both, and to improve them too.

Since its inception, leading European UCaaS provider Enreach has been nurturing its portfolio by making new acquisitions all across the continent. Its buy and build strategy has helped Enreach make a name for itself and bring Unified Communications to numerous European users. The company’s most recent acquisition, Botsquad, will add conversational AI capabilities to its portfolio.

Whether a tech-savvy partner or an end-user business new to the topic, it can be hard to get a clear grasp of exactly what all the FMC options are, and therefore be overwhelmed when making strategic and purchasing decisions.

While unified communications (UC) is just one element of digital transformation (DX), it is a very important one, because it is the ‘glue’ that enables intuitive and friction-free collaboration both internally and externally. Without that unification, DX can end up being a set of fragmented processes and tools, yet when combined effectively DX and UC have the power to put users at the heart of any situation, with the ability to operate seamlessly across devices, networks and even apps.