Profiting from Mobile Engagement in the Contact Center

Telecom resellers in the contact center space are well-versed in how omnichannel communication has been addressed thus far:  Businesses have tried to accommodate omnichannel customer engagement by implementing social media channels in addition to their voice-based customer service offerings.

This has left those end-companies jumping through inefficient hoops, monitoring Facebook pages and Twitter inboxes that are eventually abandoned. It’s an exercise in futility.

That may be changing as a new opportunity emerges for resellers and dealers. According to BI Intelligence, text messaging is now the most widely used communications channel. Messaging applications have in fact eclipsed social media apps as the most frequently used smart phone apps.

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