Interview with Vincent Briquet on contact centers in the cloud
Published on 10/02/2025 in Webinars, keynotes and videos
During the yearly Think NXT event, Kanaal Z interviews Vincent Briquet, Workplace Product Management Lead at Proximus NXT, on how the cloud and AI are driving greater efficiency in contact centers.
Vincent discusses the evolution of migrating contact centers to the cloud and the benefits this brings.
Companies need to develop an omnichannel strategy to meet the diverse communication preferences of customers, such as calling, emailing, or messaging via WhatsApp.
By using AI, cloud-based contact centers can efficiently process and personalize customer data, leading to better service and customer satisfaction. AI also helps in assessing customer emotions, allowing complaints to be handled more quickly.
The cloud also offers advantages such as faster access to new functionalities and regular software updates. This is crucial for contact centers, as technologies like speech recognition and AI develop rapidly.
Proximus NXT distinguishes itself in the contact center market through its expertise in cloud, security, and connectivity, which is essential for the continuity of contact centers. In the event of network incidents, Proximus NXT can immediately redirect calls to another location to ensure service continuity.