White Paper

2016 Survey of Contact Center Operation Trends

A Contact Center Success Manager (CCSM) program initiative by Inflow Communications



For decades, call centers and contact centers have been the central point from which all customer and client contacts are managed. Technologies in the call center can vary widely, and usually include speech recognition software to allow computers to handle rst level of customer support, text mining and natural language processing to allow better customer handling, agent training by automatic mining of best practices from past interactions, support automation, and many other technologies to improve agent productivity and customer satisfaction.

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