Cisco Cisco Unified Contact Center Enterprise 8.5(4) 白書

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Conclusion

As we have seen, the contact center has evolved from a place to a system to an enterprise service in response

to the goals of lowering costs, improving the customer relationship, and delivering a complete experience. The

waves are sometimes seemingly at odds with one another, as business managers are challenged to

simultaneously control costs, manage more effective customer transactions, and embrace new channels and

media.

So what are some keys to successfully managing each new wave, even as the previous waves roll onward?

How can businesses and organizations reduce risk and get the most value out of their investments in contact

center innovation? One key is for companies and organizations to strike the right balance in support of their

specific business goals and brand. There is a return on investment (ROI) associated with each wave, and it is up to

each business to seek the ROI that is best for them. Another key is to select a vendor (or vendors) with a proven

track record of navigating through multiple market transitions and with an architecture that accommodates previous

investments as well as current and future innovations. Strongly consider vendors that do not require a complete

system upgrade to attain wave 3.

For a closing example, let

’s return to our opening discussion of Customer Collaboration and ask ourselves within

which of the three waves it resides. The answer, as you might now expect, is all of them, for although Customer

Collaboration was born in wave 3, it clearly helps to improve the customer relationship even as it enables customer

care providers to be more efficient and effective.

Customer Collaboration helps companies execute across all three of the customer care waves: cost, relationship,

and experience. As discussed previously, however, it is up to each business and organization to decide what

balance between the waves is right for them and their own business goals. That is the key to riding the three

waves.

For More Information

For more information about Customer Collaboration and Cisco

customer care products, please visit:

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