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But voice and SMS are hosted on a completely separate callcentersolution that has no way of communicating information back and forth with ServiceNow. These are repeatable tasks you can call upon to do everything from creating an incident to authenticating a user.
As per data from Webinar Care, nine out of every ten customers expect interaction with brands across multiple channels. Upgrading to sophisticated callcenter software can enable MSPs to not only identify bottlenecks and optimize processes but also make the right data-driven decisions.
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