Published: 11 July 2019
ID: G00349067
Analyst(s): Magnus Revang, Bern Elliot, Brian Manusama, Anthony Mullen
VCAs across channels allow more-personalized customer conversations, improved extreme self-service, and for predictive models to augment existing tools. Application leaders supporting CRM and CX must consider different VCA capabilities and what to ask of vendors for such initiatives.
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