While contact center technology has matured, and while new approaches to improving Customer Experience (CX) are well underway, the industry has yet to deliver on the promise of the fast and friendly service consumers and business expect in 2021. In this presentation, we propose building blocks that remove complexity and orchestrate how CX will be delivered in the future, building blocks we have already put in place and proven with many enlightened Clients.
Those building blocks within a Modernized Contact Center Framework include:
- Channel Engagement Engine
- Managed Experience System
- Performance Management Module.
Customer CX transitions from being a set of independent interactions to becoming an Orchestrated Customer Experience in an engagement journey.
