Cbrs Customer Service Organization Processes Approximately 700,000 Customer Contacts Annually, Largely Via Telephone. The Current It Landscape And Processes Are Fragmented, Not Integrated And Require A Lot Of Manual Work. This Limits The Overall Picture Of Customer Contacts, Hinders Effective Management, And Negatively Affects Employee Satisfaction. At The Same Time, The Organization Is Undergoing A Transition From Transactional Processing To Customer-Oriented Services. To Support This Ambition, Insight Is Needed Into Available Technologies That Can Support The Customer Contact Process In An Integral And Future-Proof Manner. For More Information And Context, I Would Like To Refer You To The Appendix Market Consultation Document - Connect Customer Contact. -
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