In order to support the kind of seamless service experiences demanded by today’s omnichannel customers, organisations need to synchronise their service processes, bridging the gap between their front-office interactions and back-office processes.
From empowering contact centre agents and field technicians with real-time insights, to ensuring that content from disparate systems is translated into easily discoverable information on self-service platforms – the pressure is on businesses to orchestrate outstanding experiences throughout the entire customer journey.
