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The Evolution of Convergence in Cloud Contact Centres - an Interview with Iain Sinnott on UC Advanced

28 juin 2023

Iain Sinnott, Head of International Carrier Sales, Enreach for Service Providers, contributed to a recent article about cloud contact centres. Published in up-and-coming UCAdvanced, the report covered how cloud technology supports the evolving needs and preferences of both customers and customer-facing staff.

For instance, Iain observed how contact centre as a service (CCaaS) has simplified the agent at-home experience, making it easier to interact with customers, irrespective of device, location, or network. Cloud flexibility also means that agents can manage their reachability and have better balance in their daily lives. Plus, this anywhere, anytime access leads to more timely responses and subsequent resolution time.

Iain also mentioned the rise of casual contact centre features, provided as part of a UCaaS platform, removing the need for additional systems. This is especially ideal for smaller businesses that may not have dedicated contact centre agents yet have a number of employees who engage with customers.

The article also featured how customers’ interaction methods are changing and the need to give them choices. For instance, Iain talked about converged contact, citing how fixed voice, mobile, chat, video, email, SMS and social channels can be blended into a single seamless, user-controlled, context-based, and flexible environment. Other contributors commented on the need to support multiple channels, so it is good to see the message that converged contact is needed gain momentum.

The full article can be read here.