How companies interact with their customers has changed rapidly over the past two years. Customers have upgraded their expectations and are increasingly turning to new, digital alternatives to traditional calls to service centers; they want meaningful relationships and are less tolerant of high-effort engagements.
Digital channels, as well as technologies within the contact center, are pushing the boundaries of innovative customer service. In recent years, we have seen tremendous innovation with technologies such as co-browsing, authentication, automation, routing, multi-channel communications, conversational analytics, and more.
