skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration

Introduction

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.

Highlights

  • 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

Summary

  • Catalyst
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Introduction

  • 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

Conclusions

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

Appendix

  • Author

Recommended Articles

;

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team: +44 7771 980316


Asia-Pacific team: +61 (0)3 960 16700

US team: +1 212-652-5335

Email us at ClientServices@ovum.com

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Email us at pr@ovum.com

Contact marketing - 
marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now