Driven by new paradigms of business operations, contact centers are becoming a key customer channel for many organizations. Not only do they contain a treasure trove of customer data that can inform decision-making, but they are also a crucial touchpoint for customer interactions.

Organizations show renewed interest in modernizing contact center operations with new technologies, but legacy issues hinder progress. To improve customer service experiences, organizations are considering a more flexible approach by combining contact center and unified communications services to enhance and differentiate customer journeys.

Orange Business Services commissioned Forrester Consulting to examine contact center needs and unified communications priorities for European business decision-makers.