Omnichannel Customer Engagement Has Changed - Has Your Contact Center Platform Evolved With It?
In 2013, when Frost & Sullivan launched the concept of omnichannel into the contact center stratosphere, the intent was to suggest the need for an idealized and seamless customer journey, replacing an often disjointed and piecemeal experience. The concept has since resonated throughout the industry and has become a rallying cry to fix bottlenecks, siloes, and breakpoints through the maturation and proliferation of contact center systems and applications.
Frost & Sullivan
