Forrester

Why Read This Report

As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challenge is not only multichannel but also but cross-channel interactions. The context of customer requests must be carried from channel to channel. This report takes a look at developing contact center architectures in line with customer experience governance and good architectural design practices. Companies must establish a customer journey map that prioritizes key customer cross-channel paths that application development and delivery professionals can use to drive the right design. This ensures that companies design contact centers from the outside in instead of creating a technology strategy for technology's sake.