Even in the golden age of omnichannel, it’s clear gaps still exist between voice and digital.

Adopting an omnichannel strategy is about more than just improving customer experience. Before you try to implement one, you need to be sure you’re thinking about how each of these new pieces will fit together as well as how they’ll merge with existing systems. 

Without the proper architecture, you may actually be complicating your workflows, not simplifying them.

With this infographic, we outline the ideal integrated call flow so you can see what your contact center could like on true omnichannel.