Why Read This Report
As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish customer journey maps that provide a seamless transition between self-service and the contact center. This report shows application development and delivery (AD&D) pros how to develop contact center architectures in line with CX governance. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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