Frost & Sullivan research shows that today, only about one-third of contact centers are fully integrated, while the largest proportion is mostly integrated. But by 2016, 54% of surveyed organizations expect to be fully integrated (a 64% growth rate over the two-year period).
Read this paper to:
- Get a high-level view of the modern contact center
- Learn about the rapidly changing needs and expectations of customers today
- See details of the benefits of integrating CRM and contact center systems
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service...
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