Contact Center 2.0: The Rise of Collaborative Contact Centers

In this report from Altimeter, a Prophet Company, Brian Solis shares his insights on the transformation of contact centers in today’s digital workplace. Contact Center 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 Center 2.0—an integrated approach to unified communications that enables business experts and contact center agents to work in harmony to deliver modern, real-time customer experiences.

Read about:

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