What is a Blended Contact Center?

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.

Active Blending

Contact Centers need to manage the flow of inbound and outbound calls to ensure agents are not overwhelmed.

Best in class blending optimize the number of productive contacts per hour by automatically adjusting your outbound calling operations to your inbound call volume.

This means that priority incoming customer calls are not missed while an agent is making an outbound call.

Single Seamless View

Using technology from one vendor means that your contact center management team have seamless, real-time view on everything that is happening.

Contact centers are dynamic. Attempting to manage using several different views would be less than optimum, either using more agents than required or providing lesser customer experience.

Single Agent Interface

Blending directly impacts contact center agents. Just as important as the algorithms to optmize call flow are the information screens.

Providing a single agent view, a single contact view and single management view are critical to ensuring blending works effectively.

No toggling back and forth between different tools. No mistakes. No delays.

Premise-Based Contact Center

Cloud-Based Contact Center