Article CRM Multichannel Omni-channel support 
ShepHyken
JULY 8, 2022
Smart IVR allows you to serve customers directly without going through an agent for support calls. Hospitals can integrate CRM to monitor patients and appointments. Omni-channel support is critical moving forward. Multichannel support may not be sufficient today.
Kayako
JANUARY 5, 2017
According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Most consumers expect ready access to support or help.
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