2025 Journey mapping Personalization Virtual Agent 
Lumoa
JUNE 23, 2021
Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots. Courtesy of it, they can now chat directly with human agents instead of calling or emailing them.
RichCall
SEPTEMBER 13, 2017
personalization. connected customer journeys with 9 channels in most contact centers. In a world where the phone and even chat are actually escalation channels, agents start three steps back by the time they say the word, “Hello.”. It’s good because companies will have much more data to personalize our experiences.
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