Redefining Customer Engagement: The Contact Center in an Omnichannel World

Today‘s retail financial institutions need to deliver a seamless experience to customers, across every channel. These customers are exceedingly sophisticated and have been conditioned by leading retailers to expect a superior and seamless customer experience. The contact center has a key role to play in providing a consistently positive experience. In this whitepaper, written jointly with Pegasystems and BAI, we explore the critical importance of customer-centricity and omnichannel delivery as essential competitive drivers in today‘s rapidly changing market.