Expert Blog

Part of our Integration Blog series sees us catch-up with Head of M&A, Andrew Zeelte.

James Luce, Director for Mobile at Enreach, discusses the group’s mobile strategy ahead of Mobile World Congress, including the benefits to users and the channel.

While on the face of it, the European UCaaS market is evolving positively, some of the changes taking place could negatively impact control, choice and innovation for both partners and end-user organisations. However, it does not have to be all doom and gloom, it is just a case of understanding the background, asking the correct questions and choosing the right partner.

Enreach puts forward checklist to ensure customers and partners benefit from changed UCaaS landscape

Contact centre platforms have previously been seen as the preserve of large corporations that can afford substantial upfront investment in infrastructure, handle lengthy and complex deployment projects and attract the attention of large, global service providers to ensure good customer service. However, as familiarity and comfort with cloud solutions have increased, many of these barriers have been reduced or removed. Smaller businesses are now using cloud-based contact- centre-as-a-service (CCaaS) platforms and this is empowering them with large enterprise-grade contact centre functionality.

Anne Bakker, co-founder of Botsquad, Martin Classen, chief product officer at Enreach, and Alfred Nesweda, CEO of masvoz, explain why automation is a win/win for a better CX and reduced costs in contact centres. Introducing smart automation into cloud-based contact centres is more than just technology innovation: instead of having to choose between a great customer experience (CX) and reducing costs, it is now possible to have both, and to improve them too.