Let’s face it. Customer expectations have been taken to a whole new level.
Technology trends and the need for digital transformation have advanced to a point where last year’s gaps are this year’s formidable divides. Meanwhile, finding the right balance between technology and humanity has never been more critical to the overall customer experience (CX). How are digital leaders navigating these fine lines?
Let’s face it. Customer expectations have been taken to a whole new level.
Technology trends and the need for digital transformation have advanced to a point where last year’s gaps are this year’s formidable divides. Meanwhile, finding the right balance between technology and humanity has never been more critical to the overall customer experience (CX). How are digital leaders navigating these fine lines?
Let’s face it. Customer expectations have been taken to a whole new level.
Technology trends and the need for digital transformation have advanced to a point where last year’s gaps are this year’s formidable divides. Meanwhile, finding the right balance between technology and humanity has never been more critical to the overall customer experience (CX). How are digital leaders navigating these fine lines?
Let’s face it. Customer expectations have been taken to a whole new level.
Technology trends and the need for digital transformation have advanced to a point where last year’s gaps are this year’s formidable divides. Meanwhile, finding the right balance between technology and humanity has never been more critical to the overall customer experience (CX). How are digital leaders navigating these fine lines?
15% of a siloed contact center agent's time is spent trying to get information to serve customers.
Aberdeen, The ROI of Uniting Unified Communications and Contact Center
15% of a siloed contact center agent's time is spent trying to get information to serve customers.
Aberdeen, The ROI of Uniting Unified Communications and Contact Center
15% of a siloed contact center agent's time is spent trying to get information to serve customers.
Aberdeen, The ROI of Uniting Unified Communications and Contact Center
15% of a siloed contact center agent's time is spent trying to get information to serve customers.
Aberdeen, The ROI of Uniting Unified Communications and Contact Center
Creating happy employees and customers.
IT leaders are now broadening their focus to consider how best to support and optimize agent-to-agent, agent-to-customer and agent-to-employee communications in this new operate-from-anywhere, engage-from-anywhere environment. Information and organizational silos created by unified communications (UC) and contact center (CC) point solutions are being torn down in favor of a single platform. This one vendor, one admin, one tool approach fosters communication, collaboration, and the secure sharing of data to reduce friction and frustration—and to help uncover and solve employee and customer issues.
Because, as the saying goes, if your employees aren’t happy, your customers aren’t happy.
Creating happy employees and customers.
IT leaders are now broadening their focus to consider how best to support and optimize agent-to-agent, agent-to-customer and agent-to-employee communications in this new operate-from-anywhere, engage-from-anywhere environment. Information and organizational silos created by unified communications (UC) and contact center (CC) point solutions are being torn down in favor of a single platform. This one vendor, one admin, one tool approach fosters communication, collaboration, and the secure sharing of data to reduce friction and frustration—and to help uncover and solve employee and customer issues.
Because, as the saying goes, if your employees aren’t happy, your customers aren’t happy.
Creating happy employees and customers.
IT leaders are now broadening their focus to consider how best to support and optimize agent-to-agent, agent-to-customer and agent-to-employee communications in this new operate-from-anywhere, engage-from-anywhere environment. Information and organizational silos created by unified communications (UC) and contact center (CC) point solutions are being torn down in favor of a single platform. This one vendor, one admin, one tool approach fosters communication, collaboration, and the secure sharing of data to reduce friction and frustration—and to help uncover and solve employee and customer issues.
Because, as the saying goes, if your employees aren’t happy, your customers aren’t happy.
Creating happy employees and customers.
IT leaders are now broadening their focus to consider how best to support and optimize agent-to-agent, agent-to-customer and agent-to-employee communications in this new operate-from-anywhere, engage-from-anywhere environment. Information and organizational silos created by unified communications (UC) and contact center (CC) point solutions are being torn down in favor of a single platform. This one vendor, one admin, one tool approach fosters communication, collaboration, and the secure sharing of data to reduce friction and frustration—and to help uncover and solve employee and customer issues.
Because, as the saying goes, if your employees aren’t happy, your customers aren’t happy.
“Best of suite trumps best of breed. Fifty-five percent of businesses will consolidate their UCC tools into a single suite within the next 12 - 24 months.”
Tim Banting
Practice Leader, Enterprise Communications, Omdia
“Best of suite trumps best of breed. Fifty-five percent of businesses will consolidate their UCC tools into a single suite within the next 12 - 24 months.”
Tim Banting
Practice Leader, Enterprise Communications, Omdia
“Best of suite trumps best of breed. Fifty-five percent of businesses will consolidate their UCC tools into a single suite within the next 12 - 24 months.”
Tim Banting
Practice Leader, Enterprise Communications, Omdia
“Best of suite trumps best of breed. Fifty-five percent of businesses will consolidate their UCC tools into a single suite within the next 12 - 24 months.”
Tim Banting
Practice Leader, Enterprise Communications, Omdia
The digital transformation tightrope.
As the lines between employee experiences and customer experiences blur in favor of a better overall experience, tech trends around actionable analytics, AI, edge, video and platform consolidation (among others) are catalyzing digital transformation.
Gartner forecasts that “through 2024, businesses will be forced to bring forward digital business transformation plans by at least five years as a survival plan to adapt to a world that involves permanently higher adoption of remote work and digital touchpoints.” Making remote work...work is so last year. The bar has been decidedly and permanently raised. A new tightrope has been laid out.