Remove 2016 Remove APIs Remove Journey mapping Remove Multichannel
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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. They are doing this by reevaluating omnichannel experience through change management activities, advanced journey mapping, and the application of analytics.

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Contact Center Technologies 2017: find out what 23 experts say

RichCall

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. However, in 2016 Forrester has already reported that. Customer Journey Maps. Teresa Cottam. Self-service.