Regardless of language, device, or channel, enterprise companies need a complete omnichannel solution with a holistic view of their customers’ journey across all touchpoints. Five9 has uncovered a timely report from Forrester that shares key findings on how to leverage contextual data in the contact center to help repair disconnected journeys between self-service and agents.
This Forrester report covers the technology landscape and organizational best practices needed to support a more seamless, omnichannel customer journey, whether it is in email, a phone call, or a video chat.
Here are some interesting statistics covered in the report:
The key takeaways from the report include:
True service differentiation requires businesses to recognize the demands of today’s omnichannel consumer and requires a fully integrated approach across the entire customer journey. Enjoy the read.
Download your copy of the full report here.
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