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White Paper

Increase Contact Center Profitability

December 8, 2017

Today, while there are numerous channels for engagement with customers, about half of the buying public still prefers the traditional channel of a phone conversation with an agent. To provide a smooth, seamless engagement journey to all customers, companies need to allow customers to switch from channel to channel, and from device to device, while keeping the engagement in progress.

Omni-channel solutions provide a unified customer experience that breeds loyalty, while meeting high and increasing customer expectations and keeping the costs of contact center operations (CCO) to a minimum.