Omni-Channel Customer Service Demands the Intelligent Contact Center
Despite the emergence of new customer contact channels such as social media, Web self-service, and email, the contact center remains an integral component of your CRM strategy. However, in order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform.
In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions, including:
- Intelligence queuing
- Knowledge management
- Analytics (speech, social, text, etc.)
- And more