Omni-Channel Customer Service Demands the Intelligent Contact Center

Omni-Channel Customer Service Demands the Intelligent Contact Center

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Despite the emergence of new customer contact channels such as social media, Web self-service, and email, the contact center remains an integral component of your CRM strategy. However, in order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform.

In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions, including:

  • Intelligence queuing
  • Knowledge management
  • Analytics (speech, social, text, etc.)
  • And more
Vendor:
KANA
Posted:
26 Jun 2014
Published:
26 Jun 2014
Format:
PDF
Length:
5 Page(s)
Type:
White Paper
Language:
English
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