Why Omni-Channel Service Without Unified Desktops Remains Multi-Channel Mayhem

With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. Contact centers are trying, but failing, to modernize and deliver on the evolving expectations of today’s customers.

This paper looks at:

• The barriers which prevent companies delivering omni-channel service
• Process and technology changes required to overcome these challenges
• How businesses can move away from agents surfing multiple communication and enterprise systems, while reducing costs and customer frustrations
• The options available and research which identifies the unified desktop as an essential tool