Published: 22 November 2018
An expanding array of communication channels means multiple deployment options to help customers get better connected. It’s vital that application leaders for customer service consider three best-practice approaches for tracking and responding to complex cross-channel customer journey needs.
Included in Full Research
- Choose a CC Application From a CRM CEC Vendor Marketplace for Smaller Centers Where There Is Low Interaction Volume and Complexity, and Where Speed, Simplicity and Cost Are Key Considerations
- Select a CC Application Built Specifically for Your CRM CEC Application Where a More Scalable and Feature-Rich Voice Platform Is Required, and Where There Is a Primary CRM CEC Software Application Used Across Sites
- Adopt an Enterprise CC Application Approach in High-Volume Environments Where There Are Disparate CRM CEC or Customer-Facing Applications
- Choose a Best-of-Breed Application Combined With One of the Other Approaches When You Need Even More Innovative Digital Channel Capabilities