DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. Figure 1: Contact Center Technology Investment Priorities for 2020. Digital Transformation and Omni-Channel Support. Cloud-Based Contact Center Solutions. Final Thoughts.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. To ensure you stay ahead of the curve in the year to come, we have compiled a list of what we think will be the top five trends for the contact center in 2020. Contextualized omni-channel support.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Self service 62

Kayako

JANUARY 5, 2017

How these channels are organized and how well connected they are plays a significant role in the customer’s journey and providing a consistent support experience. Multi-channel support can silo important customer history. businesses’ existing CRM systems can’t track customers’ social media interaction.”

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Omni-channel support Customer Experience Customer Service Multi-channel support 48