By 2020, it is estimated that there will be more than 80 billion connected devices. With this rapid digital transformation, citizens will expect to interact on their device of choice to receive a seamless and personal experience.
The world is changing at a rapid rate. Too many contact centers still operate on slow, inflexible legacy technologies, hobbled by limited channels, aging inbound and outbound routing technologies, with many prone to breaking down. This limits the agency’s ability to meet growing citizen expectations and increase citizen complaints.
This on-demand webinar will address the disruptive and innovative impacts of Digital Transformation in the contact center and how to best keep up with today’s fast-paced citizen expectations.
Vice President, Research
Frost & Sullivan