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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-channelsupport can silo important customer history. businesses’ existing CRM systems can’t track customers’ social media interaction.”
Integration of technologies like CRM systems, advanced dialers, automated call distribution , automation tools, chatbots, IVR systems, voice transcription, speech analytics , and others not only improves agent productivity but also provides valuable data for analytics and decision-making.
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