Being a partner for customers — the future of Contact Center
Being a partner for customers — the future of Contact Center
In an interview published in Gazeta Finansowa, Piotr Żukowski, a member of the management board of Unima 2000 (today yarrl S.A.), talks about the direction in which the market for contact center solutions is heading, and about the company's approach to cooperation with customers.
The interview addresses many current topics, including the importance of well-designed user processes, data integration and modern technologies such as AI, voice biometrics and chatbots. It was emphasized that the implementation of technologies alone is not enough — their conscious use is crucial.
Cloud models are becoming increasingly important, also in sectors that require a high level of security, such as banking.
An important thread is also the role of AI in real-time decision-making: which contact channel to choose, how to support the consultant, how to automate repetitive processes to increase efficiency without sacrificing service quality.
The company focuses on a partnership approach in relations with clients — consulting, common goals and sharing of experience are key in every project. Finally, there is also the topic of competence: not only technological specialists are in demand, but people who understand the needs of the business and are ready to develop.