The Secret to Improving Agent Productivity and CX: Consolidate Contact Center and Back-Office Operations (whitepaper)

Introduction

Empowered by a new class of intelligent and AI-enabled automation solutions, including RPA, IVA, VA and workflow, the world of service and support is positioned to deliver on its share of enterprise digital transformation. Companies need to prioritize these automation investments, which include the consolidation of their front- and back-office operating departments. The potential benefits are great, but the real reason to consolidate and digitally transform these departments is that it is necessary for delivering an outstanding CX.

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