We are building a cloud based contact centre solution to manage customer interactions across the channels - voice, sms, chat and video. We would like to understand the top priorities of business now and in future due to Covid-19.
I appreciate your time on completing the below survey and will be really useful.
"Contact Center Solution" terminology is used to mention multiple channels like voice, email, chat, messenger etc. "Call Center Solution" is the legacy term and is used to represent voice channel only.
Your point is taken and noted.Thanks for the feedback.
Unfortunately this is probably the wrong place to ask your question. Most of the people on CFL are pre-launch, so they don't have customers yet. You need to ask this question to a bunch of established companies that have customers to manage.
Your terminology is confusing. What do you mean by "contact center solution?" I've never heard anything called this. Do you mean a call center, a customer service center, contact automation, something else? It's going to be very difficult to get useful answers if you're not utilizing the same language that your future customers would use to describe their situation.
I appreciate that you're trying to do your foundational research, but my best recommendation is to take this directly to your prospective customers, not entrepreneurs who don't know what they need yet.