January 17, 2010
Google Nexus for the Contact Center
Interesting article about the value of call centers for support. Google support for Nexus is mostly forum based. Apple I happen to know relies on Genesys and has a heavy call center presence. Amazon, has a call center, and the author speculates on their potential move into providing cloud based call center services.
Web strategies that help customers self help and deflect calls are critical. But they don't stand alone. A business with customers - you need to be able to answer calls to make customers happy.