What is the "Cloud Contact Center" that can link with CRM systems seamless?

With the anxiety of Corona's evils continuing, more and more companies are introducing a “cloud -based contact center” that can continue contact centers in home teleworks.However, on the other hand, there are many companies that have not been able to link the cloud -based contact center and the mechanism of customer management well, and that the quality of customer response has decreased and the work load has increased.How can I solve this issue?

The contact center plays a role that can be called a “corporate face” that responds to all inquiries from customers and business partners, from prior consultation before purchase to after -support.After communication means, in addition to telephone and faxes, it also requires support using various digital channels such as email / chat / SNS / website, and contact centers with those functions are indispensable for companies.It is there.

In recent years, more and more companies have introduced a cloud -based contact center, which is a cloud of contact centers.Unlike conventional on -premises contact centers, it is not necessary to build a CTI (COMPUTER TELEPHONY INTEGRATION) system by installing hardware devices such as PBX (Private Branch Exchange) and servers, so efficiency is reduced.The advantage of being able to operate is highly evaluated.

In particular, in the current Corona evil, companies that move from on -premises to cloud type are endless as a solution to realize home telework for employees working in contact centers.

However, although the cloud contact center has been introduced, many companies seem to feel insufficient customer response."Even if there are many telephone call records and inquiry records from digital channels, they have not been able to cooperate well with customer information such as business negotiations and purchasing history."You have to hear a voice saying that the operator's work load is increasing. "

In order to solve these issues, it is necessary to manage the cloud -based contact center and the CRM (CRM) system (CRM) system highly linked and fusion.One of the solutions to such issues is a solution that combines the Amazon Connect provided by the Amazon Web Service (AWS) and the Salesforce Service Cloud provided by Sales Force.com.

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Cloud -type contact center server provided by the next page AWS...