Summary
Good service, whether it's to answer a customer's question prior to purchase or help a customer resolve an issue post-purchase, should capture the fundamentals of a great experience: ease, effectiveness, and emotion. Yet firms fail to empower agents with the right knowledge, make their workforces more productive, and deliver service in a personal and contextual manner. Application development and delivery (AD&D) pros supporting customer service leverage diverse technologies to solve these issues, which we predict will consolidate by 2025. This report defines the use cases, business value, and outlook for eight technology categories that fuel customer service intelligence.
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