Smart brands know that engaging with customers means staying up to date on the latest and greatest trends in communication. Adding more communication channels is step number one for shaping the modern contact center, but it doesn’t stop there. 62% of contact center leaders state their biggest challenge to evolving is managing the integration with their existing systems. When new channels are added as stand-alone applications they become even harder to tie together.
There are cloud contact center platforms that bundle service channels like phone, text messaging, email, and web chat. But they stop short of offering the full picture. Integrating the kind of intelligent routing, data analytics, and workforce optimization with those channels of choice is true omnichannel. In this 5 point checklist we explore how to get you there.