Upstream Works Whitepapers and Reports


7 Key Decision Points for Implementing an Omnichannel Contact Center

As part of the movement towards digital customer experience transformation, the market is beginning to look to Customer Relationship Management (CRM) vendors to supply the necessary customer experience center tools and systems as an alternative to traditional contact center technologies.

This whitepaper identifies seven key decision points when implementing an omnichannel contact center. It also provides strategies for integrating with CRM platforms for an enhanced agent and customer experience.

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