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 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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