eBook: Three Reasons You Need To Build An Ecosystem For Customer Service, Not A Fragile “Frankenstack”

ebook:-three-reasons-you-need-to-build-an-ecosystem-for-customer-service-not-a-fragile-frankenstack-

Years ago, retail organizations gathered customer lists. That list became a database, which linked to early call center software. Then it grew with the sales funnel: suspects, prospects, lapses and repeats got labelled, glued on, stitched together.

As customer segments fragmented and media channels broadened, other applications—customer relationship management (CRM) packages, custom customer service agents (CSA) forms, interactive voice response (IVR) management dashboards—got layered on top.

Vertical integration of contact center technologies leads to brittleness. Explore three reasons the contact center IT professional should think in terms of a customer ecosystem, not application stack.
 

Related Articles

What is UI,UX, and CX?

Read this article to understand the differences in UI, UX, and CX to learn how you can each for better customer experiences in your company.

What is a CX Software?

Learn more about the features and functionality of leading CX software and discover the customer experience benefits that CX tools can bring to your business.

What is a Customer Experience Strategy?

Learn how to craft a customer experience strategy to improve your customer interactions and processes with leading CX software.