There is no doubt that the COVID-19 virus is a crisis in which the world has not seen before. In addition to the difficulty world leaders, heath care professional and first responders are facing, there are also immense difficulties in properly servicing customers and enabling service teams.
What if Arthur Morgan was a call center agent and how could Five9 help improve his moral meter? Could Arthur ever recover and become an upstanding citizen like Jim Milton in the epilogue? Let’s take a sample call to show how and where Five9 could help improve Arthur’s moral meter.
A colleague and I were recently discussing automated communications at scale and the conversation shifted into the difference between communication platform as a service (CPaaS), robotic process automation (RPA) and Workflow Automation. On the top level these terms felt very similar but once we drove into the definitions and their use cases it was eye opening in how these systems work together within a modern communication technology framework.
