Substantially lower your call center expenses, upgrade your technology stack, improve your customer service and maintain full supervision with DFX5 contact center modernization strategies.

 Traditional call center solutions have become unscalable. Between the hardware costs, licenses, and data integration, a routine call center requires high upfront costs and a long time to see a return on investment. Costly on-premise hardware equipment does not include important features like disaster recovery, active monitoring, and scheduled reporting tools. When managing a traditional call center, companies had to allocate expensive resources to maintain the equipment, implement software updates, and help users troubleshoot if any issue appeared. Luckily, cloud-based contact centers are here to solve the problems of traditional call centers.

A Call Center, as defined by Wikipedia is a “centralized office used for receiving and transmitting a large volume of enquiries by telephone.” A Contact Center on the other hand as defined by Amazon Web Services (AWS) is “a business division within an organization that manages customer interactions. Unlike a call center, which receives requests only by telephone, the contact center handles inbound and outbound customer communication over multiple channels such as telephone, web, chat, email, messaging apps, social media, text, fax, and traditional mail.”

Modern contact centers built in Amazon Connect reduces costs thanks to revolutionary pricing model based on customer connected minutes. Agents can enjoy modern user interface and work from anywhere, they will just need a laptop, a headset and connection to the internet!

Research firm Gartner considers the modernization of the contact center as: “one of the best things to do for optimization of company expenses.” Our team at DFX5 has experience with modernizing call centers into fully digital contact centers. Our clients have migrated from traditional providers like Avaya or Genesys, and moved to the cloud with confidence in seamless migrations!