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Delivering a Personalized Experience: the Multichannel Contact Center
Whether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option. The question is not if you should support multiple interaction channels, but which channels you will choose deploy and when you will deploy them.