CCaaS Unifies Contact Center and Customer Engagement Approaches

Chasetek pic
Chasetek
Image: Chasetek.com

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.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s