Beyond the Call Center: CCaaS as a Foundation

With CCaaS the contact center becomes a critical part of the way organizations gather and apply information about both their customers and their internal constituents.

Thanks to AI, interactions can now yield powerful information about customer preferences, motivations, and frustrations, enabling organizations to make more-data-driven decisions.These capabilities are in line with the top three objectives identified in Foundry’s “State of the CIO Study 2023”: drive business innovation, redesign business processes, and modernize infrastructure and applications. Simply put, call centers are data-gathering machines and can supply useful ideas and feedback to all parts of the organization.AI will increasingly underlie innovations as organizations apply machine learning to derive insights from customer conversations and employee feedback. The ability to democratize access to AI and apply it to all aspects of a business’s operations will be a key competitive differentiator.

The Bottom Line

Kyndryl’s CCaaS is a state-of-the-art omnichannel contact center solution that helps modernize business operations, empower contact center employees, and deliver superior customer and employee experiences. Value-added services — including strategic consulting, workflow orchestration, cognitive services, and digital experience management (DEM) — can be added to any CCaaS offering. A highly scalable and secure solution, Kyndryl’s CCaaS enables simultaneous omnichannel interactions and business agility that can lower the cost and complexity of contact center operations.

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