Role of Cloud in Contact Center
By Jeff Linden, SVP of IT and CIO, Red Roof Inn
Exploring New Ways of Communication
We see the biggest challenge as adapting, incorporating and integrating all of the methods that customers now want to use to interact with us. It is no longer just voice interaction over the phone nor interactive voice response units, it is text, chat, mobile apps and social media interaction via sites like Facebook and Twitter that our customers want to use. These new methods of communication have become a natural extension of themselves and they expect it of us as well. Our challenge involves looking at channels such as chat and text and determining whether we can integrate that efficiently into our overall operations. What pieces can be automated? When does something need to be escalated to a voice agent? How can our customers seamlessly transition between the various communication channels?