The contact center has largely replaced the call center as the customer experience platform of choice for leading businesses. Unlike a call center, which limits inbound and outbound communication to voice call queues, a contact center connects businesses and customers across various channels. These channels typically include voice calls, SMS, social messaging, email, and web chat, providing an omnichannel customer experience that improves customer retention, total revenue, and even brick-and-mortar traffic.
As the leader responsible for technology decisions, including contact center software, each CIO must ensure that communication solutions meet both current and future business demands. By those standards, choosing the right contact center platform can become challenging, particularly when marrying priorities like cost, data security, workforce management, and overall IT strategy.
Satisfying these priorities requires flexible contact center technology that can scale to meet shifting business demands. When comparing two popular contact center platforms—Twilio Flex and NICE—CIOs increasingly choose Flex to future-proof their customer experience offering.