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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.


  • It is time to forget everything we know about contact centers as the answer to customer engagement and to initiate a fresh start, which will be a major step in enterprise communications that we might refer to as the "era of enterprise dialogue management."

Features and Benefits

  • Understanding the importance of "dialogue management" will enable an enterprise to analyze and enhance its customer engagement operations.
  • Globalization of customer engagement services requires multilanguage capabilities across all channels to optimize interactions between employees, customers, machines, and other transactions.

Key questions answered

  • What minimum set of requirements will need to be met by vendors of future customer engagement solutions?
  • What will the "uber cloud" guiding customer engagement solutions look like in the future?

Table of contents


  • Catalyst
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors


  • The status of customer engagement
  • Technology development and business globalization change the status quo
  • A minimum set of requirements will have to be met by vendors and enterprises
  • Real-time routing of data with context has become table stakes in modern enterprise operations


  • Data capture and analytics will supply the competitive fuel of the future enterprise
  • The transfer of context across channel modes is crucial


  • Author

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