Zoom Video Communications (Zoom) acquires Five9, a fast-growing provider of intelligent cloud contact center tools to improve customer experience in a more ‘hybrid world.’ A look at the ‘what’ and ‘why.’
Ongoing automation, digitization, and digital transformation initiatives across business, society, and work call for digital customer engagement possibilities that...
Customer-centricity: what is it and what does it even mean to be customer-centric?
"Becoming more customer-centric." Just like "enhancing the customer experience," it comes back as a goal in virtually all digital transformation projects, as a benefit that can be achieved with an emerging technology or class of enterprise...
Paul Scott is Senior Director, Customer Experience Consulting, at Dimension Data. In this interview Paul weighs in on why and how contact centers need to catch up with the digital reality – or die.
Since the company was founded in 1983 in South Africa, Dimension Data has rapidly become...
