International Journal For Multidisciplinary Research

E-ISSN: 2582-2160     Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

Call for Paper Volume 6 Issue 6 November-December 2024 Submit your research before last 3 days of December to publish your research paper in the issue of November-December.

Omnichannel Strategy in Cloud-Based Contact Centers: A Blueprint for Success

Author(s) Vipin Kalra
Country United States
Abstract This comprehensive technical article examines the evolution and implementation of omnichannel contact center solutions, focusing on the transition from traditional siloed systems to integrated cloud platforms. The article investigates the architectural framework, implementation challenges, and strategic advantages of modern contact center solutions, with particular emphasis on platforms like Genesys Cloud. Through detailed case studies and performance metrics, the research demonstrates how organizations across various sectors have achieved significant improvements in customer satisfaction, operational efficiency, and cost reduction through systematic implementation of omnichannel strategies. The article provides insights into emerging technologies, scalability considerations, and best practices for successful contact center transformation, while highlighting the critical role of AI-driven solutions and microservices architecture in enhancing customer experience and operational excellence.
Keywords Omnichannel Integration, Cloud-Based Contact Centers, Microservices Architecture, Customer Experience Optimization, AI-Driven Analytics
Field Computer
Published In Volume 6, Issue 6, November-December 2024
Published On 2024-11-15
Cite This Omnichannel Strategy in Cloud-Based Contact Centers: A Blueprint for Success - Vipin Kalra - IJFMR Volume 6, Issue 6, November-December 2024. DOI 10.36948/ijfmr.2024.v06i06.30422
DOI https://doi.org/10.36948/ijfmr.2024.v06i06.30422
Short DOI https://doi.org/g8rd4q

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