Designing Omnichannel Customer Experience That Actually Works
Customers never think about it.
And organizations often get confused when they do. So, what is omnichannel and why is it so frustratingly difficult to get right?
For many, it has become the next step in a journey that started with voice then expanded as customers chose to interact in new ways. The marketing promise was that a new generation of technology would seamlessly blend the user experience as more options were switched on.
Contact centers have moved from on-premise into data centers and onwards to the cloud. This ongoing evolution has delivered a roadmap of innovation.
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