Drive Revenue, Please Customers By Connecting Customer Journeys

Why read this report? You’ll learn how:

  • Improvements in self-service drive tougher requests to the contact center
  • Poor coordination across touchpoint stakeholders impedes customer journeys
  • Migrating to a more standardized architecture supports cross-channel integration
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Five9. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Report Key Takeaways

This Forrester report covers both the technology landscape and organizational best practices needed to support a more seamless, omnichannel customer journey between self-service touchpoints and contact centers.


At Five9, we understand that modern consumers expect to be able to engage with businesses on the channel of their choice, whether it’s in email, a phone call or a video chat. 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. We hope you enjoy and find value in this report.

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