0800 0931 474

Why Omni-Channel 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 centres are trying, but failing, to modernise and deliver on the evolving expectations of today’s customers.

This paper looks at the barriers which prevent companies delivering omni-channel service and then goes on to look at process and technology changes required to overcome these.

How do businesses move away from agents surfing multiple communication and enterprise systems, while reducing costs and customer frustrations? This paper considers the options available and draws on research which identifies the unified desktop as the essential tool.

share this on facebook share this on twitter share this on linkedin share this on google plus share this via whatsapp

Introducing Conversational AI in the Contact Centre
18th September, 2018
Read more »

Ensuring the ROI of Adding Artificial Intelligence
5th September, 2018
Read more »

Most Customers Hate AI & Chatbots for This Reason…
28th August, 2018
Read more »



  • Contact Centre

    Gartner 2017 Magic Quadrant for Contact centre as a Service (CCaaS), W. Europe

    Recognising that the Western European Contact Centre as a Service (CCaaS) market is maturing, Gartner have published a Magic Quadrant to analyse the range of competitive offerings to customer service organisations. This year, Gartner assess 10 solution vendors to help you make the right choice for your business model. Aiding companies navigating their way round […]

  • Omni-Channel Contact Centre

    A Quick Guide to an Omni-Channel Contact Centre

    Tasked with delivering Omni-Channel service? Struggling with different systems for calls and emails and need to introduce chat and social media? This whitepaper explains what Omni-Channel is all about, how to achieve it and the benefits that it brings.

  • modern-contact-centre-unified-desktop-e1523623187131-300x150[1]

    Ventana Research Perspective Omni-Channel Customer Experiences 2018

    Delve into the modern day contact centre solution with a unified agent desktop to avoid multi-channel mayhem. For successful customer service and seamless experiences, organisations must deploy a single view of the customer.