Contact Centres are constantly competing with the digital market with the ever growing rise of online sales. With Contact Centres employing thousands of agents across the industry, the pressure is on to ensure that maximum value is achieved from every seat within the Centre. As more people move online to both purchase goods and receive customer support the loss of human interaction can result in missed revenue opportunities and a drop in customer care. Not offering a suitable service or product to the consumer leads to abandoned baskets. Contact Centres tasked to reconnect with these lost customers may not be able to do so due to the lack of multi contact information. Single point of contact information also means that should a consumer change a contact number or only provide a work address that communication is lost when it is needed most.

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