With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. Contact centres are trying, but failing, to modernise and deliver on the evolving expectations of today’s customers.
For this paper, IFS-mplsystems have worked together with industry expert, Martin Hill-Wilson, to look at the barriers which prevent companies delivering omni-channel service, moving on to look at process and technology changes required to overcome these.
How do businesses move away from agents surfing multiple communication and enterprise systems while reducing costs and customer frustrations?
This paper considers the options available and draws on research which identifies the unified desktop as the essential tool.