SHALIMA BHALLA
“ Cloud communication and cloud contact centres have changed the game – they’ ve made it more agile and modular,” Shalima says.
The modular architecture means operators can test new capabilities quickly, then roll them out globally if results prove positive. Telecommunications operators historically ran contact centre applications integrated into back-end systems as part of broader workflows, with changing anything requiring extensive time and planning. Cloud infrastructure breaks these dependencies through modular design and API-based integration.
“ You don’ t want to add more burden to the agent”
Shalima Bhalla, CX Solutions and Go-to-Market Leader & Customer Signal Podcast Host
aimagazine. com 147