Today’s contact centre solutions offer numerous functionalities. There is plenty of choice. Sometimes you can no longer see the forest for the trees. Below we explain the most important terms in a nutshell.

If you have questions or would like to go into more depth, we’ll be happy to help!

Omnichannel customer contact

Omnichannel customer contact focuses on the seamless integration between the various interaction channels and on the complete dialogue between a customer and an organisation across all these channels. It contributes to an optimal customer experience thanks to the personal approach, better accessibility, and increased First Contact Resolution (FCR). 


WFM solutions

Workforce Management is the concept of deploying employees with the right skills at the right time. A well-functioning WFM system is able to predict the workload and to respond to it in terms of scheduling, taking into account the contracts and preferences of employees. An additional smartphone app provides even more flexibility. 


Knowledge management

The availability of structured knowledge is a must in customer contact. The use of a knowledge base ensures uniformity of the available information, increased First Contact Resolution (FCR) and much shorter waiting times. Simple questions and processes can be handled automatically through self-service solutions. 



With the help of artificial intelligence (AI), machine learning and Natural Language Processing, customer behaviour is made transparent and predictable. This way you can offer every customer or user the right message, at the right time and through the right channel, so every interaction becomes much more effective and personal. 


Cloud vs on-premise

The big question for many companies is: do we store our company and customer data on local servers or in the cloud? That choice is influenced by all kinds of considerations, such as scalability, safety, regulations, and cost. A hybrid cloud solution is also possible, with all kinds of variants that meet the different challenges. 


Bots and conversation design

Chat and voice bots are increasingly being used to take over part of the customer contact. For an optimal customer experience, it is important that conversations between man and machine are as natural as possible. And that is what conversation design is all about: strong dialogues and a natural flow for your bots.


Workforce Engagement Management (WEM)

Workforce Engagement Management (WEM) focuses on increasing contact center employee engagement by making their work more attractive. This increases employee satisfaction (EX) and has a positive impact not only on employee turnover, but also on the customer experience (CX).



Purchasing a contact centre platform – no matter how smart – is usually not a ready-made solution. To make it a success, a piece of customisation is usually needed, for example in the field of (additional) data security, integrations with backend systems, routing and reporting, and project management.