This document discusses enabling an omni-channel customer experience through a multi-channel contact infrastructure, agent enablement tools like knowledge bases and call recording, and analytics and insights including integrated data management, speech and text analytics, real-time recommendations, business intelligence reporting, and social media monitoring to support core systems like CRM and customer data.

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Solutions ► Digital enablement
ENABLING SEAMLESS OMNI-CHANNEL EXPERIENCE
PUTTING DIGITAL TO WORK
Social Community E-mail Chat SMS Video Mobile PortalVoice IVR
Multi-channel contact infrastructure
Agent enablement
Smart desk Knowledge base Call recording Workforce management
Analytics and Insights
Integrated data
management
Speech and text
analytics
Real-time next-best
action
BI/reporting
Social media real-time
monitor
Core systems CRM Master data
Core systems - process and products Customer data