Technology continues to evolve at an ever-increasing pace. Never before has technology—the architectures, networks, operating systems, applications, processes and even the people designing, developing, operating or using it—been such a driving force. Digital transformation is no longer a buzzword but a reality, and the race to deliver a perfect customer experience the first time has never been more important.
We’ve moved from single channel communication (typically voice), via multichannel (typically voice, email, fax, video, SMS etc), to omnichannel, which incorporates even more channels (voice, email, fax, video, SMS and web applications—webchat, chatbot etc) and expects seamless handoff between each. In this setting, every company needs to be ready for their customers’ preferred way of making contact.