Why the right contact centre solution matters
A contact centre is often the first point of contact between a company and its customers. In the past, contact centres relied on ‘old-world’ routing solutions to handle customer inquiries and complaints. While these solutions were effective to a certain extent, they had their limitations resulting in frustrated customers, longer wait times and lower customer satisfaction rates.
Today, ‘new world’ call routing solutions like Oration by Convai have revolutionised the contact centre industry, providing intelligent routing capabilities that offer a more personalised customer experience.