International Journal For Multidisciplinary Research
E-ISSN: 2582-2160
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Impact Factor: 9.24
A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal
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Volume 6 Issue 6
November-December 2024
Indexing Partners
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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E-ISSN 2582-2160
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