The Evolution of Contact Centers to Customer Engagement Centers

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Roundtable: The Evolution of Contact Centers to Customer Engagement Centers
 
The Evolution of Contact Centers
to Customer Engagement Centers
 
 
WEDNESDAY, OCTOBER 25, 2017 - 11:00AM PT / 2:00PM ET

Customer Engagement Center (CEC) encompasses the technologies, applications, people and processes to interact with customers, across channels, while retaining the customers' context, to provide consistent and efficient customer service.

At the heart of a CEC is an omnichannel framework that allows customers to switch channels freely without having to start the process from the beginning. Clearly, the next phase of customer support will rely on Customer Engagement Centers to fulfill the promise of omnichannel support.

This Roundtable Webcast will focus on how organizations can make the evolution from Contact Centers to Customer Engagement Centers.