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Multichannel Customer Contact
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The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact center organizations state that their contact channels are fully integrated and able to deliver seamless and consistent customer experiences across channels, which is expected to reach 50% by 2016. The proportion of automated customer interactions is expected to grow from 41% in 2014 to 58% by 2016.
Cisco Asia-Pacific, Japan, and China (APJC) Contact Center Analyst Day and Symposium, 2019
Infusing AI into the Retail Customer Experience
Global End-user Priorities for Customer Engagement, 2019
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English Proficiency is the New Black
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Contact Center Solutions Market in Latin America and the Caribbean, Forecast to 2024
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