Multi-Channel vs. Omni-Channel Customer Experience: Solution Characteristics | Market Insights™
May 12, 2017
Multi-channel vs. omni-channel customer experience: solution characteristics
Multi-channel vs. omni-channel customer experience: solution characteristics
Omni-channel customer experience value proposition
Contact Center Outsourcing (CCO) Market for the Healthcare Industry PEAK Matrix
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The increased adoption of automation in CCO enables service providers to achieve balance cost and customer satisfaction
As enterprises shift their focus from pure cost savings to improved customer service, the CCO delivery mix has been shifted to a balanced onshore/offshore model
Changes in end-customer preferences are driving changes in the CCO value proposition around delivery process excellence, building digital capabilities, and enhancing business value/outcomes.
Growth of the non-voice channel, portfolio consolidation, and increased automation are slowing contact center outsourcing market growth
Value-added services, channel mix, industry-specific solutions, pricing models, technology and innovation
High-performing CCO providers differentiate by highlighting value-added service offerings
See our latest thought leadership on Robotic Process Automation
The Robotic Process Automation (RPA) Opportunity Varies by Industry and Function
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