Gartner Research

Transform Your Contact Center Operations With a Bimodal Approach

Published: 09 September 2015

ID: G00279390

Analyst(s): Steve Blood, Drew Kraus

Summary

IT organizations are challenged with lowering costs of contact center infrastructure while delivering greater flexibility in meeting customer service and operational needs. Contact center infrastructure planners should use a bimodal approach to highlight the benefits of contact center as a service.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Leverage Agility as a Goal for Both Mode 1 and Mode 2 Requirements
  • Use CCaaS for Deploying Point Solutions and Sourcing Short-Term Deals
  • Capitalize on CCaaS for a Stronger Business-Centric Culture

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