Matt Edmunds

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Top Stories by Matt Edmunds

The prevalence of social media and the power of mobile have quickly turned the business world into a customer-centric one. Sure, there have always been companies devoted to excellent customer service. However, today's engaged consumer expects all businesses to master customer experience management in addition to their core business. It's clear that cutting-edge technology enables companies to more easily deliver on this expectation. The evolution from on-premise contact center architectures to cloud-based technologies as the key customer communications vehicle is a key driver of advances in customer engagement today. The cloud-based contact center invigorates all areas of the business. Its access to instant updates versus manually installed updates provides a more swift execution of day-to-day activities that traditional on-premise contact centers cannot promise to... (more)