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Published on: February 11, 2010
Type of content: WHITE PAPER
Format: Unknown
Length: 4 pages
Price: FREE

Overview:

As the role of the contact center evolves, the transactions performed in such an environment can expand to include responding to marketing campaign promotions and increased interactions with customers. Now more than ever, the contact center is a major component of the customer lifecycle, ranging from opportunity identification to solutions and ongoing management through acquisitions and divestiture.

Today, customers want to interact with a company in a way that is convenient to their business operations. Whether that interaction takes place by telephone, email, instant message or fax, the goal is to provide consistent and efficient service across all areas of customer contact channels. For a company to achieve this, it has to deploy reliable contact center technology. In the following pages we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers.