An enterprise-wide approach to connected customer experiences

The contact center has long been synonymous with customer service, but neither of these terms fully reflect the state of things in 2021. Aside from needing to manage the high volume of traffic coming into the contact center, new traffic is rapidly growing via digital channels, much of which bypasses the contact center, going elsewhere in the organization. As such, the contact center is no longer the only “place” for customer service, and in today’s experience-driven economy, “customer service” is no longer the only form of customer engagement.

These new realities present significant challenges, not just for contact center leaders, but for the organization as a whole to rethink how to effectively engage with customers. This whitepaper examines the need for a more holistic, enterprise-wide vision that includes the contact center, but goes beyond it.

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