The term ‘blended’ contact center has been around for a while. Many contact centers tried blending but few made it work effectively. Blending relies on several factors to be successful.
Blending is not just about the effective integration of Inbound and Outbound ‘queues’ but integration into other systems, most notably CRM systems. All of these have to be tightly linked to ensure agents are presented with the correct customer data and can handle the interactions effectively.
The best blended contact centers leverage inbound and outbound technology from the same vendor, including IVR platforms, ensuring they all work together seamlessly.