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Contact Centre 2.0: rise of the

Collaborative Contact Centre

How digital transformation is making contact centres unified, collaborative, and intelligent

In this report from Altimeter, a Prophet Company, Brian Solis shares his insights on the transformation of contact centres in today’s digital workplace. Contact Centre 1.0 was designed and deployed at scale in the 1960s, and the models and standards that defined them are still alive and well today. In his report, Brian introduces Contact Centre 2.0—an integrated approach to unified communications that enables business experts and contact centre agents to work in harmony to deliver modern, real-time customer experiences.

Read about:

  • A shift from on-premises technologies to cloud contact centre solutions
  • A change from siloed environments and limited and/or dated customer channels to collaborative, omnichannel customer engagement
  • Insights from a new contact centre survey from RingCentral and CITE Research
  • Monitor service levels in real time with intelligent bots

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Learn how to achieve perfect harmony IN YOUR CONTACT CENTRE

The digital transformation of contact centres represents a renewed focus on customer service and the human side of business as well as investments in modern technology and experiences. Learn how to achieve perfect harmony with a collaborative contact centre.

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