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Omnichannel customer service News
February 10, 2021
Oracle releases Fusion Cloud Customer Experience suite updates that include tools for B2B selling, B2B customer service and loyalty programs connected to Oracle CDP data.
December 23, 2020
Most CX vendors acquired new companies to enhance their platforms, none bigger than Salesforce buying Slack. Facebook's Kustomer buy might be the most intriguing.
October 20, 2020
Salesforce continues to build out Work.com as a place for broadcasting pandemic-specific employee and customer communications, as well as to enable remote work.
October 08, 2020
The developer-centric UCaaS vendor Twilio offers users new tools to support video chat, field service workers and aggregation of customer activity data.
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Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a ... Continue Reading
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
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.
Customer experience is key to the ROI of contact centers as they undergo changes due to AI, cloud migration and COVID-19-induced agent migration to remote workspaces. Continue Reading
When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores. Continue Reading
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
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