Why Omni-Channel without unified desktops remains multi-channel mayhem

With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. Contact centers are trying, but failing, to modernize and deliver on the evolving expectations of today’s customers.

This paper looks at the barriers which prevent companies delivering omni-channel service and then goes on to look at process and technology changes required to overcome these.

How do businesses move away from agents surfing multiple communication and enterprise systems, while reducing costs and customer frustrations? This paper considers the options available and draws on research which identifies the unified desktop as the essential tool.