CCaaS Unifies Contact Center and Customer Engagement Approaches

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An accomplished telecom consultant, Michael Marlowe focuses on new markets as director of strategy and vice president with Columbus, Ohio-based Chasetek. Client centered, Michael Marlowe procures point of contact solutions that meet a full range of business telecommunications requirements.

A particular focus is on contact center as a service (CCaaS) architecture, which integrates cloud-based infrastructure with contact center hosting in a way that provides superior responsiveness. The move to CCaaS reflects a mandate by many companies to unify their full range of communications deployments within a cloud-based and region agnostic platform.

Potential uses of this approach include providing companies with a “single view” of the consumer spanning various channels. For example, customer-engagement and contact-center infrastructure, which have a good deal of overlap, can now be handled through a single vendor and span the full range of customer relationship activities, including social media. Cloud-based CCaaS also offers quick and flexible scalability, beyond the intrinsic limitations of an on-premises contact-center.

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