“Every company wants to make it easier to connect with customers. And that’s good! On the other hand, if you want to continue to share personal data and conversations with your customers via any media perhaps you should think about a couple of things first.

Indeed, since the 1980s, the world of call centers has experienced several waves of technological innovations. It all started with “ACD” (automatic call distribution) and “IVR” (interactive voice servers) platforms for inbound call centers which were already improving call distribution and processing time compared to distribution standard circular. […]”