How is intelligent communications revolutionizing the customer experience?
Business leaders know they must evolve into true customer-driven enterprises in order to gain customer loyalty and increase profits. However, it is often difficult to achieve this in a cost effective manner and maintain a competitive edge at the same time. Intelligent communications solutions more efficiently and effectively connect customers with the right people and processes, across locations and business functions. Customers are no longer tied to single-line home telephones. Rather, they have alternative ways of communicating such as instant messaging, emailing, or using the web. At the same time, they are demanding greater responsiveness and expertise in addressing questions and issues when they call the customer service center. As interactions become more multimodal and collaborative, businesses must leverage all of their resources to offer a highly satisfactory experience for their customers. Consistently meeting and exceeding customer expectations across all touch points and co
