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Contact Centre Platforms

Published on 18 June 2021

Contact Centre Platforms

This small discussion group is the chance to share experiences in gaining value from all facets of your Contact Centre Routing Platform including – IVR, Chatbots, Webchat, Email, Asynchronous Messaging etc to support a better customer and colleague experience across all channels in your organisation. 

This group is for practitioners working in customer operations and have responsibility for developing the capability of the Contact Centre Platform in their operation. Examples of some of the job roles who may gain value form this session are listed below:

  • Head of Telephony
  • Telephony Manager/Analyst
  • IVR Manager/Analyst
  • Routing Manager/Analyst
  • Infrastructure Engineer
  • Telecom, Dialler and IVR Engineer
  • Routing Platform Architect
  • Dialler Manager/Analyst

We would envisage that attendees at this network would be practitioners on the following technology platforms (these are for illustration purposes and are not an exhaustive list): 8x8, Alvaria, Amazon Connect, Avaya, Cisco, Five 9’s, Genesys, Nice CX One, Odigo, Talkdesk, Twilio, Vonage, Zendesk.

There is no charge for members or other guests and at the moment this group is not open to consultants or suppliers but this will be reviewed as the group progresses.

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Author: Alison Conaghan

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