A Valentine’s story of Unified Voice and Digital Channels in the Contact Centre as a Service world.

Once upon a time, in the faraway land of CCaaS, Alex (the client) was enjoying goods and services offered by retailers and e-retailers across the country and beyond. He often needed to get in touch with the brands’ call centres, to talk to Nicola, Jack or Susan, who answered his requests by phone or e-mail… but their relationship was complicated… and with the rise of new communication channels – like chat or social networks – it was only likely to get worse. Alerted to this problem, CX Cupid, Master of Customer Delight, took the decision – on Valentine’s day – to give the brands an omnichannel customer interaction management platform, with smart routing to help them create a stable, rewarding and long lasting relationship: discover how it worked!