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A virtualagent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Prediction #5: Customers live and buy in an omni-channel world. Twenty years ago, customers had basically one channel: the phone.
Omnichannel Interaction Data is Siloed or Nonexistent. The COVID-19 pandemic forced customers and enterprises alike to rely on digital channels more than ever before. The amount of effort, resources and cost necessary to achieve a comprehensive and effective omnichannel strategy are staggering.
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