The Rise of Cloud-based Omni-Channel Customer Contact

Companies are Moving to Serve Customers Anytime, Anywhere Including Inside Stores

  • Research Code : 9857-00-42-00-00
  • SKU : IT00148-NA-MR_01142
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  • Release Date : 03-Dec-2013
  • Region : North America
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Todays customers expect companies to provide a consistent and high quality Customer Experience, regardless of channel, including walk-in retail. Omni-channel strategies that integrate the Web, contact center, and retail channels (and subject matter experts), are becoming increasingly prominent in pursuit of a quality Customer Experience. The dividends are greater wallet share from enthusiastic customers who become brand advocates on social media, attracting new clientele.

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