The ability to meet customer expectations is the most important reason for companies to undertake a digital transformation. Contact centers have been subject to constant change since their earliest days. As technologies and customer expectations continue to evolve, contact centers have had to adapt. With the ability to provide an omnichannel customer experience becoming an increasingly important competitive differentiator, those that are slow to change are not only hindering their ability to improve service levels, they are also losing valuable opportunities to increase efficiency and even generate new sources of revenue.
Read more at: http://blog.genesys.com/connecting-digital-and-omnichannel-customer-engagement/