IT Employment

Transforming the Contact Center for a New Era of Customer Experience Management

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Executive Summary

Enterprise customer service operations are going through a transition in response to changing demographics and new technologies for communication and interaction. Companies can benefit from this transformation - extending and enhancing their level of customer engagement - by implementing end-to-end customer experience management solutions: context-aware service strategies in the contact center, the enterprise and across the growing array of social networks. Failure to adapt poses significant, short-term and long-term risks. This white paper provides an overview of how Avaya views customer experience management and a brief look at some of the key steps enterprises can take to begin implementing an end-to-end experience management strategy today.

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