Platform

For digital customer service

Agent efficiency, automation, and operational insights

Messaging | Modern Chat | Chatbot | Social & Reviews

For community engagement

Self-service support, education, and collaboration

For digital marketing

Content management, publishing, and governance

Social Marketing | Social Listening | Experiences

CX Insights

A unified, actionable view for world-class CX

Integrations

Channel & tech integrations to provide seamless CX

By industry

Financial services & insurance

Secure solutions to keep customer information safe

Telecommunications

Cutting-edge tech to innovate and inform your customers

Technology & software

Deep insights to keep a pulse on customer demands

Travel & hospitality

Real-time capabilities to stay connected with consumers

Retail & distribution

An integrated platform to nurture the customer journey

Platform

For digital customer service

Agent efficiency, automation, and operational insights

Messaging | Modern Chat | Chatbot | Social & Reviews

For community engagement

Self-service support, education, and collaboration

For digital marketing

Content management, publishing, and governance

Social Marketing | Social Listening | Experiences

CX Insights

A unified, actionable view for world-class CX

Integrations

Channel & tech integrations to provide seamless CX

By industry

Financial services & insurance

Secure solutions to keep customer information safe

Telecommunications

Cutting-edge tech to innovate and inform your customers

Technology & software

Deep insights to keep a pulse on customer demands

Travel & hospitality

Real-time capabilities to stay connected with consumers

Retail & distribution

An integrated platform to nurture the customer journey

Contact Centers are constantly evolving. Download the asset to meet more customers in their channel of choice, along with how to plan, staff, measure, & improve.

Download the Ebook

Digital is taking over contact centers and channels are increasing

Digital channels are quickly closing the gap on traditional enterprise customer care. The tectonic plates of care have shifted more in recent years than in 20 years prior: digital messaging has surpassed the use of voice, as over 68% of consumers said they text more than they talk on their smartphones. They previously used a single channel to call you (your “800 number”), but now consumers are using a variety of digital channels depending on region, age, or other preferences. Your contact center must adapt, or be left behind.

AI can help, but also complicate contact centers

Not only do contact center managers struggle with how to staff and plan for channel proliferation, they are also faced with overwhelming volumes of data as a result. Consumers are writing more messages to brands to request help, a trend driven in part by the ease of asynchronous messaging and the proliferation of channels. It’s as easy to send a message to a brand as it is to friends and family. Faced with surging volumes of structured and unstructured data, there is a lot of opportunity for AI to help customer service leaders. The challenge begins with finding the right use cases to apply AI so it’s useful and not harmful to your business. And then, how do you plan and staff your human agents vs your bots?

Traditional workforce planning was not built for an asynchronous world

Email aside, most contact centers operate and manage resources with models built for a single channel — phone — and a single communication style — synchronous (a live conversation, that closes at the end of the session). Agent performance is easier to track in traditional synchronous environments with a defined start and end time, like a phone call or a chat session.

Download the ebook now to learn actionable strategies to improve your enterprise customer care.

Platform

By industry

Platform

By industry

Modernizing your contact center

Welcome back!

Download the Ebook

Digital is taking over contact centers and channels are increasing

AI can help, but also complicate contact centers

Traditional workforce planning was not built for an asynchronous world