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Omni-Channel Service – Bridging the Gap Between Inbound Service Channels

cindiesmith Applications & Integration Services, Blog

Today’s Customer Service organizations are trying to invest in new service channels to meet the needs of their consumers. Existing core technologies already handle service originating from Calls, Emails and Web; however recent customer behavior has added Social Media, SMS, Chat, Apps and Voice Chat. The opportunities to engage and serve continue to grow. Omni-channel represent the different points of origin …