Your agents are regularly engaging with customers over two or more channels, like voice, email and perhaps live chat or SMS. This is great—it means your department is using a multichannel customer service strategy to ensure that its contact center...
About Darren Prine
You’re considering partnering with a cloud contact center provider that looks like the real deal. This company offers a high-quality customer service platform, around-the-clock support and more.
Omnichannel customer engagement means you allow customers to contact you using the media channel of their choosing and from their favorite device. Why would an organization with a contact center wish to engage their customers from an omnichannel...
Jane uses ACME Auto Insurance and needs to get in touch with customer service because she just got in a fender bender. She's standing on the sidewalk, next to her car and reaches into her purse for her smartphone to contact ACME. Depending on...