Driven by new paradigms of business operations, contact centers are becoming a key customer channel for many organizations. Not only do they contain a treasure trove of customer data that can inform decision making, but they are also a crucial touch point for customer interactions.
Organizations show renewed interest in modernizing contact center operations with new technologies, but legacy issues hinder progress. To improve customer service experiences, organizations are considering a more flexible approach by combining contact center and unified communications services to enhance and differentiate customer journeys.
Learn more in this Forrester Opportunity Snapshot: A custom study commissioned by Orange Business Services.