Web Self-Service & Live Chat: What contact centre teams should compare
Customers rarely contact an organisation because they want to interact with its contact centre. They want an answer, a problem resolved or something completed. Sometimes that means finding information on a website. Sometimes it requires a short conversation through live chat. Increasingly, it might involve an AI-powered virtual agent capable of answering questions or completing […]
5 Minutes With… Rishi Kumar – CX Transformation & Business Strategy Lead at Magellan
As contact centres face rising customer expectations, increasingly complex interactions and pressure to embrace AI, successful transformation is about more than simply deploying new technology. We caught up with Rishi Kumar, CX Transformation & Business Strategy Lead at Magellan, to discuss reducing effort across the customer journey, creating a more human-centred contact centre, finding the […]
Magellan – CX Suite: Trusted, Flexible and Human-centred CX
Today customer service organisations are being asked to do more, meet rising customer expectations, support increasingly complex needs, help employees do their jobs effectively and find practical ways to use AI, all while managing cost and operational pressures. CX Suite is Magellan’s modular Contact Centre as a Service (CCaaS) platform, designed for organisations that need […]