Expert Blog

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.

As businesses continue to navigate the ‘new normal’, we have been working hard to keep companies in touch with their colleagues and customers. Throughout this process, we have noticed two opposing trends when it comes to communications technology and reachability. On the one hand, we have seen businesses that have struggled to keep their teams connected throughout lockdown, operating with outdated technology that won’t work from home the same as in the office.