Allowing consumers to engage with a business how, when and where they want to engage is a hallmark of omni-channel customer engagement. Seamlessly interrelated channels can provide a customer experience that offers the freedom and flexibility digital savvy and socially connected consumers now seek.
The trick for brands, however, is to adopt both the internal organizational mindset and the right technology needed to make this omni-channel dream a reality. Genesys, a provider of omni-channel customer experience and contact center....