The once easy-to-manage call center has become an unwieldy patchwork of soiled digital and voice channels comprising of multi-vendor solutions, resulting in technical complexities and fragmented customer experiences.

This executive brief provides guidance on:

• Adopting a system of engagement approach for omnichannel customer service
• Building a foundation for your self-service and assisted-service channels with a customer experience platform
• Delivering personalized customer experiences today’s tech-savvy customers expect.