Delivering frictionless customer journeys today is more complex than ever. Friction happens when customers can’t find answers, don’t get their needs met quickly on your website, when they get transferred between departments, or have to repeat information. A frictionless journey for the customer is fast, easy, and smart. The customer gets accurate answers quickly, without frustration in their preferred digital channel.
To deliver frictionless customer journeys, companies need a broader set of capabilities than what is available today in contact-center-as-a service (CCaaS) applications because the contact center should no longer be an isolated touchpoint for customer interactions.
