TALKING

As customers are connecting with companies across email , contact centres , instant messaging and social media , often all at the same time , it ’ s a rolling tsunami of requests , complaints and problem resolution that has to be consistently managed to ensure that they are deftly handled at speed , and that they turn unhappy customers into satisfied ones . Wynand Smit , CEO , INOVO , explains how cloud can become an invaluable ally to the organisation as it allows for companies to compete , in realtime , with rapid changes in customer engagement in communication .

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