COVID-19 accelerated a buy-from-home economy, expanding the role of the contact center beyond customer support to building customer relationships. According to a new report released by Talkdesk, the majority of customer experience (CX) professionals believe their contact center is a main driver of customer loyalty.
It’s a well-known fact that Internet connectivity in high density environments like stadiums can be erratic and slow. Anyone who has been in airport, conference center, hotel, stadium, or other high-volume facility has experienced the pain of inconsistent Wi-Fi – the network works well one minute only to lag or stop the next.
There is perhaps no hotter current topic in networking than private 5G (P5G). Finally, a wireless technology that’s as fast as wired networks but without the flakiness of Wi-Fi.
I’m certainly not suggesting that Wi-Fi is going away, as the low-cost relative to P5G and its near ubiquity make it ideal for general purpose connectivity. But if ultra-reliable, wireless connectivity is required, P5G is the only way.
Observability is a hot tech topic yet has also become one of the industry’s most overused buzzwords. The term means understanding the behavior, performance, and other aspects of cloud infrastructure and cloud apps based on the data they generate, such as metrics, events, logs and traces (MELT). Observability relies on telemetry that comes from endpoints and services in multicloud environments.
Today’s high focus on customer experience is prompting many businesses to modernize their contact centers. As companies shift their communications to the cloud, it creates several challenges that did not exist when the contact center platform was on-premises. Smaller businesses are likely to purchase the telecom services directly from a contact center as a service (CCaaS) provider, but that’s not typically an option for large businesses.