The Inner Circle Guide to Omnichannel
Contact centers are advancing, and omnichannel and automation are now viewed as necessary parts of a superior customer experience. Aside from traditional methods of contact—telephone, email, chat, website and IVR—a growing list of other channels are in demand by customers, from text/SMS and social media (such as Facebook and Twitter), to mobile apps and now even virtual assistants and bots.
Report Snap Shot
The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions. The Guides aim to give a detailed and definitive view of the reality of the implementing and using these technologies, an appraisal of the vendors and products available and a view on what the future holds.