We’re in the middle of a Consumer Engagement Revolution where consumers want and expect more out of the companies they do business with. Consumers are not constrained by time or space when interacting with others and this holds true for business interactions. They are empowered to do more on their own and they actually prefer to use self-service. A prime example is that 60-70% of consumers would prefer to send a text than speak to an agent. Watch the clip below to hear Nancy Jamison, Principal Analyst at Frost & Sullivan and Aspect’s Joe Gagnon, GM Cloud Solutions, discuss how technology providers can help organizations through this Revolution by enabling omni-channel interactions in a holistic way where self-service and agent assistance work together in harmony.
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