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Roadmap for Omnichannel Customer Engagement

A Practical Guide to Modernizing Your Contact Center and Delivering Omnichannel Customer Experiences

With customer expectations continuing to rise, and customer experience (CX) increasingly becoming a competitive differentiator, it is imperative to modernize your contact center infrastructure for omnichannel customer engagement right away.

With an integrated customer experience platform in place that supports multimodality, orchestrated routing and journey management, you can deliver omnichannel CX, increase employee engagement, and optimize business processes and performance. This white paper discusses:

  • How to evaluate existing systems and define omnichannel CX requirements
  • How an integrated customer experience platform for all digital channels and voice is the foundation for omnichannel engagement
  • Success stories of industry leaders that have made the move
Genesys roadmap omnichannel customer engagement wp 3d en