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Moving Customer/Employee Engagement Beyond the Omnichannel Contact Center

By Ken Landoline, Principal Analyst, Customer Engagement.

Download the whitepaper

Capturing and analyzing dialogues across the enterprise will optimize business operations.

Even today's most elaborate and complex omnichannel contact center systems fail to capture and make use of the many intricate and detailed dialogues occurring between people, applications, bots, and interactive voice response (IVR) and Internet of Things (IoT) devices within the enterprise and across markets and industries. Since big data is the fuel of the analytics that will drive our future economies, it is crucial that enterprises look beyond the boundaries of their contact centers to optimize their business success and relevance going forward. Designing the customer service platform of the future enterprise will require a comprehensive view of dialogue interactions across internal silos of information and, in many cases, the continuous monitoring of business interactions on a global basis. Enterprises that lose sight of this fact will find maintaining high levels of customer service and satisfaction, profitability, and a competitive advantage very problematic.

Download the whitepaper to find out more.

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