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Chat has to be part of your omni-channelsupport strategy. Don’t get us wrong, at Customer X Solutions we believe that Chat can be an effective support and delivery mechanism as your customers navigate your systems, processes, and digital tools. Or does it?
Next in line, there was a 5-way tie for the following capabilities: OmniChannel, Speech Analytics (word or sentiment recognition), Proactive Notifications, Chat Bots, and Intelligent routing to match best agent for each call. Finally, we asked about what people are planning to add in the near future.
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