Contact centres embrace virtual reality

When most people think of a contact centre, they think of a massive, bustling office with long lines of desks hosting hundreds of agents frantically fielding customer calls. In the near-future, however, contact centre agents are as likely to work from small decentralised offices or their homes as from giant call centre facilities.

That’s according to Hannes van der Merwe, Mitel product manager at Itec. He says that the growing maturity of virtual contact centre solutions and improvements to South Africa’s telecoms infrastructure are turning decentralised or virtual contact centres into a real option for the first time.

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