“We’re seeing a digital transformation take place, where companies are moving their contact centers to the cloud,” noted Dan Burkland, president of Five9. “There are two key criteria for a contact center — there’s the CRM and the contact center infrastructure, and those two really go hand-in-hand. You bring a call, chat, text, or email into the center, and you have to look for an agent who’s available and properly skilled to handle such an interaction.
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Five9 President Dan Burkland: Leveraging Tech for Great Customer Experiences
Posted by: Vivian Wagner February 7, 2018 04:18 PM“We’re seeing a digital transformation take place, where companies are moving their contact centers to the cloud,” noted Dan Burkland, president of Five9. “There are two key criteria for a contact center — there’s the CRM and the contact center infrastructure, and those two really go hand-in-hand. You bring a call, chat, text, or email into the center, and you have to look for an agent who’s available and properly skilled to handle such an interaction.