Interacting with customers has never been more important, but it’s also never been so complex. Customers want to communicate over multiple channels – both traditional and digital – and often during the course of a single interaction. An engagement that starts as a web chat may escalate to a voice call, be followed up with an email and concluded with a visit to a store.
Being able to track customers across these channels and communicating effectively with them on using the right medium at the right time is key to delivering a true omni-channel experience.