{"id":40028,"date":"2020-04-27T00:00:00","date_gmt":"2020-04-27T07:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/welcome-to-the-contact-center-of-tomorrow\/"},"modified":"2025-03-13T06:12:34","modified_gmt":"2025-03-13T13:12:34","slug":"welcome-to-the-contact-center-of-tomorrow","status":"publish","type":"post","link":"\/us\/en\/blog\/welcome-to-the-contact-center-of-tomorrow\/","title":{"rendered":"Welcome to the contact center of tomorrow"},"content":{"rendered":"

Cast your mind back to early-1900s America. Telephones were creeping into homes, moving pictures were starting to appear as curiosities, and a young man named Henry Ford was beavering away in his workshop producing newfangled vehicles called automobiles.<\/span><\/p>\n

Ford believed he could create cars cheaply enough so everyone could afford one. But\u00a0 Americans weren\u2019t buying his vision. Cars, they thought, were an expensive plaything for the rich and famous. Indeed, Ford once quipped: \u201cIf I had asked people what they wanted, they would have said faster horses.\u201d<\/span><\/p>\n

It\u2019s an interesting observation. In hindsight we know that cars and horses can hardly even be considered comparable modes of transportation. But when you ask people what they want, they usually request a better version of what they already have, even if something totally new would be better.\u00a0<\/span><\/p>\n

The same is as true for contact centers today as it was for personal transport in the 1900s. Business owners will often persist with old legacy systems, steadily retrofitting them to improve functionality rather than investing in something <\/span>new<\/span><\/i>. But just as Americans discovered with the automobile, new inventions can offer so much more.<\/span><\/p>\n

Collaborative and unified<\/span><\/h2>\n

The modern contact center represents an integrated approach to communications and customer engagement, uniting business experts and contact center agents across every channel to deliver a seamless and engaging customer experience.<\/span><\/p>\n

Although it represents a substantial break from the on-site systems of the past, new platforms are built on the foundations of the technology that came before. By taking the best existing elements and augmenting them with new ideas, techniques, and tools, we are building a new generation of contact center platform.<\/span><\/p>\n

Take your service to the cloud<\/span><\/h3>\n

Until very recently, contact center software was installed on-site. Each installation was a big, clunky IT project that needed a small army of IT consultants and contractors. While it was possible to add functionality and features, integrations were often bespoke\u2014and fragile.<\/span><\/p>\n

Modern platforms have migrated away from on-premise technology. Instead of installing your platform on servers in your building, modern platforms run from the cloud. There are a ton of benefits to this, two of which stand out:<\/span><\/p>\n