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Omnichannel customer service News
May 08, 2020
Pega Customer Service Unified Messaging Edition, built from last year's In The Chat acquisition, adds omnichannel messaging to the company's customer support cloud platform.
May 05, 2020
ServiceNow connects its Customer Service Management environment to Adobe Experience Manager to improve support experience through deeper personalization.
October 30, 2019
Some U.S. government agencies use technology to earn high marks for CX. Others need improvement in areas that corporate marketing teams can learn from.
August 09, 2019
Salesforce's ClickSoftware acquisition is aimed at improving Salesforce's field service management offering against SAP and Oracle.
Omnichannel customer service Get Started
Bring yourself up to speed with our introductory content
Learn how AI and automation technologies like machine learning, chatbots and NLP are transforming one-dimensional call centers into multidimensional contact centers. Continue Reading
What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force. Continue Reading
A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed. Continue Reading
Evaluate Omnichannel customer service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Contact center software buyers must consider features including data reporting, speech analytics, routing methods and AI. Learn what to look for with this guide to RFP creation. Continue Reading
B2B and B2C video conferencing is on the rise as businesses strive to provide exceptional CX to customers. Nemertes shares some of its research results. Continue Reading
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
Manage Omnichannel customer service
Learn to apply best practices and optimize your operations.
Consider these 10 methods when building new virtual agents for your clients to help balance design, user experience, technical feasibility and business value. Continue Reading
An effective contact center is a result of strong management and knowledgeable agents. Management teams must invest time and energy in training their employees properly. Continue Reading
Creating a personalization strategy can ensure that businesses offer the best possible experience to customers, with simple yet effective interactions. Continue Reading
Problem Solve Omnichannel customer service Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
Companies miss the boat in building an omnichannel customer experience if they focus first on technology. They need to start with business objectives. Continue Reading
Get our top tips for benchmarking call center metrics in this expert answer. Continue Reading