DMG Consulting

FEBRUARY 5, 2020

The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. Figure 1: Contact Center Technology Investment Priorities for 2020. Digital Transformation and Omni-Channel Support. See Figure 1.

Omni-channel support 87

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

ShepHyken

JULY 8, 2022

Of course, many companies use bots to automate customer support. . Smart IVR allows you to serve customers directly without going through an agent for support calls. For example, a hospital could use an IVR to allow clients to change appointments over the phone. Omni-channel support is critical moving forward.

Omni-channel support 167

Omni-channel support Customer Service Multichannel Interactive Voice Response 167

InGenius

JANUARY 31, 2020

Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Contextualized omni-channel support. AI-assisted customer service.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62

Kayako

JANUARY 5, 2017

How these channels are organized and how well connected they are plays a significant role in the customer’s journey and providing a consistent support experience. Multi-channel support can silo important customer history. businesses’ existing CRM systems can’t track customers’ social media interaction.”

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38