Digitization and Contact Center

As we continue to adapt globally to the effects of COVID-19, we are seeing its impact in real time, across sectors. The past two years have been a time of extraordinary unknowns for businesses and customers alike, but as 2021 draws to a close, one thing is clear: It is also an unprecedented process of digital transformation and transformation. smart vision, especially for contact centers.

About the Author

Adam is Director of Strategic Partners (EMEA and AUS) at Vonage.

2020 was a watershed moment for the industry – people were urged to stay home, which means calls to customer service centers have skyrocketed. According to a survey, inbound traffic to automated call assistants increased by 40% in the two months between February and April 2020 alone.

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