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Contact Centres and Their Adoption of Non-Voice Methods

Reinventing Communications: Lessons Learned From Cisco

In a similar fashion to telephony, the contact centre is evolving. Multichannel options are being added to expand upon the once simple concept.

The same way IM is being used for employees to quickly resolve solutions internally, it’s now finding a place in the contact centre. Agents are using it to talk to one another, and to subject matter experts external to the contact centre.


Email is also being used in the contact centre as an alternative to calling. Routing and queueing allows for emails to be sent to relevant skilled agents, helping balance email and call-handling activities.


Video is now used to create a highly effective, face-to-face customer interaction. Video creates customer care with the intimacy of a one-on-one meeting, it also creates efficiency for the agent, saving travel time and meaning they can switch between multiple customer sites almost instantly.

Social Media

Out of all the non-telephony methods of communication, social media would seem the most alien to a contact centre environment, but today almost all customers would expect to be able to get support, through social platforms.

People worldwide are engaging in a growing number of conversations online, and some of those will be with companies. Now it’s time for the contact centre to react to these conversations.
Agents now have the tools to monitor social sites, like Facebook and Twitter and assist customers by replying to them through the same social sites.

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