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Who is Next to Marry after Genesys+ININ?

Genesys and Interactive Intelligence have merged but which companies are next, and what are the business pressures leading to industry M&As
value customers only get live agents after self-service and long queues. Second… self-service machines http://digitaltransformation.frost.com/expert-insights/viewpoints/who-next-marry-after-genesysinin/

Digital Channels Are Driving Customer Contacts to the Cloud

More customer contact applications are in the cloud, but this number will rise with customers' increasing preference for digital channels.
web self-service http://digitaltransformation.frost.com/expert-insights/viewpoints/digital-channels-are-driving-customer-contacts-cloud/

New ICMI/LiveOps Report, Facebook Messenger Raises Questions on Contact Center Value

A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the underlying value of having contact centers to support the Customer Experience.
ally with continuing release of powerful new self-service and social tools http://digitaltransformation.frost.com/expert-insights/viewpoints/new-icmiliveops-report-facebook-messenger-raises-questions-contact-center-value/