Gartner Research

Select the Best Approach for Connected Customer Service Experiences

Published: 22 November 2018

ID: G00369478

Analyst(s): Simon Harrison , Brian Manusama , Jim Davies


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.

Table Of Contents
  • Key Challenges



  • 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

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