May 06

Customer Service Management for Today’s Enterprise Business: Merging “Old” with “New”

Posted by Rachel Brink on May 6, 2016 9:44:11 AM

While the merits of cloud solutions are widely understood, many of today’s enterprise businesses continue to power client communications with old tried-and-true legacy systems, such as Cisco or Avaya, which have proven to deliver exceptional security and service quality, while facilitating compliance with the latest regulatory standards. But as consumers continue to demand fast and effortless service, many businesses are recognizing the need to adopt a more flexible solution capable of integrating various systems (CRM, Service Management, Call Center Software) and communication channels (voice, email, chat), breaking down departmental siloes, and scaling as quickly as client needs dictate—capabilities only the cloud can truly deliver. And this has left many wondering—must businesses give up the security benefits of the “old” to gain the flexibility benefits of the “new”?

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Topics: call center software, customer service management, hybrid cloud, enterprise communications, service management