DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Cloud-Based Contact Center Solutions.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

Fonolo

NOVEMBER 22, 2018

No one channel is dominant enough to make the other channels irrelevant. This has profound implications for the world of customer service as companies are increasingly focused on providing omni-channel support. Learn about the battle for the future of customer service. Importance of Chat. Thomas Howe.

Omni-channel support 57

Omni-channel support Customer Service APIs Engineering 57

DMG Consulting

NOVEMBER 6, 2019

As the title of this column indicates, any channel, such as chat, IM, SMS and even social media (which has hundreds of different modes), is nothing more and nothing less than a mechanism for communicating with others. Many companies purchased a different servicing solution for each of their channels, as they became available.).

Omni-channel support 48

Omni-channel support Contact Center Enterprise CRM 48