Contact Center and Customer Engagement addresses both traditional contact center technologies as well as holistic customer engagement across the enterprise. This includes the technologies and channels through which enterprises engage customers both within and outside of contact center as well as operational practices to improve customer and agent experience. Nemertes also covers architectural choices (i.e., cloud, on-premises, hybrid deployments and integration of disparate technologies) as well as financial investments (total cost of ownership).
- Contact Center Architecture
- Customer Engagement Channels
- Success Metrics
- Emerging Technologies (AI, Bots, Virtual / Augmented Reality)
- Collaboration in the Contact Center