Report Genesys 5 Critical Requirements for Customer Experience in an Ultra-Connected Era

5 Critical Requirements for Customer Experience in an Ultra-Connected Era

The future is today - is your contact center ready?

Customers calling a contact center want a personalized experience. And to achieve this, agents need full visibility of the customer journey, and a consistent customer experience across all channels. And whilst most contact centers have grown to include email, web chat, video and other channels, these channels are often independent, siloed solutions, resulting in disjointed customer experiences.

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“Connecting customer journeys 2nd top factor to transforming CX in next 5 years; yet 72% fail to collect data to review and optimise journey patterns.” -  2017 Dimension Data Global Contact Centre Benchmarking Report 

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