One of the biggest challenges facing organisations today is how to quickly they overcome their omnichannel IT challenges without ripping out and replacing a single legacy system.
Any piece of contact centre infrastructure or CRM software more than three or four years old is probably already obsolete when it comes to providing the functions that are important to customers today.
Having a choice of channel and getting a speedy resolution to their issues are what customers value most. This now means transitioning to a 24/7 omnichannel world of multiple digital devices, which is easier said than done because of those enterprise IT investments that need to play out over a certain number of years to prove their worth.
To win over customers in an always-on, omnichannel world, everything has to be joined up: business processes, front and back offices, departments, and particularly customer journeys.