U.K.-based mplsystems predicts that 2014 will be the year when customer service organizations start to break down their channel silos and begin to embrace the potential of truly integrated multichannel operations. The key factor will be the ability to extend customer engagement beyond traditional contact center boundaries – not just reaching out to mobile users via apps, web chat, and callback, but also increasing collaboration by providing other customer-facing departments with their own customized smart desktops to help improve....