The five pillars of the contact center platform: The foundation for a modern customer experience

Duration of webinar: approx. 45 minutes

Today's customers expect quick responses, personalized service, and consistent experiences across all touchpoints. At the same time, employees need intelligent support, simple processes, and a platform that makes their work easier rather than more difficult.

However, many contact centers continue to work with isolated systems, incomplete data, and a lack of integration – leading to media breaks, inefficient processes, and dissatisfied customers.

In this webinar, we will show you how the contact center can evolve into a powerful, scalable platform based on five key pillars: from a centralized customer view to omnichannel orchestration, data, innovation, and integration. You will learn how individual solutions can be combined to create a holistic ecosystem that meets customer expectations, accelerates processes, and empowers employees.

What you can expect from the webinar

• An overview of the five pillars of a modern contact center platform
• Why a central customer view is crucial for efficiency and service quality
• How omnichannel orchestration consistently meets customer expectations
• The role of data, insights, and AI in modern service processes
• How integration and automation reduce media breaks and accelerate processes
• Examples of how companies are becoming more scalable and customer-centric through a platform strategy