In earlier posts, we’ve taken a look at the evolution of Communications Platform as a Service (CPaaS) technology over the last couple of years, including a study of how the pandemic has accelerated its adoption. However, it’s still early days for CPaaS. Providers are continually perfecting ways of streamlining customer service against the continuing…
Picture this. When your customer phones in, she is never placed on hold. There are no queues, and there is no need for her to push a dozen numbers before getting through to the right agent. Instead, she’s directly connected to an agent who knows her name, has her case history already pulled up, complete with notes, and can offer personalized assistance.
What the industry refers to now as Technology Expense Management (TEM) describes the various systems put in place by companies to proactively manage and control new expenses in the tech era.
