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Introduction

At the recent Enterprise Connect Conference, three distinct trends emerged: the acknowledgement that customer experience is happening outside the contact center; the convergence of CRM, marketing, and the contact center; and the fact that structured employee collaboration is creating a movement toward data-driven workplace transformation.

Highlights

  • Customer experience is moving outside the contact center.

Features and Benefits

  • Summarizes the contact center trends that emerged from Enterprise Connect.
  • Assesses what enterprises need to do to become more data-driven and unifying across the enterprise.

Key questions answered

  • How do I integrate customer insights into the organization?
  • How will team collaboration tools lead to workplace transformation?

Table of contents

Ovum view

  • Summary
  • Customer experience is moving outside the contact center
  • Marketing and CRM are converging with the contact center
  • Team collaboration tools will lead to workplace transformation

Appendix

  • Further reading
  • Author