When customers call into contact centers today, they're increasingly doing so only after trying other steps to solve their problems or get answers to their questions. They have likely tried addressing their needs via some kind of self-service initiative -- searching for information on a company's website, using Web chat, or sending email requests. They may also have reached out on social media or tried using mobile applications.
In 2015, the importance of these non-voice channels became clearer than ever. And solution providers and customers are scrambling to create offers and deploy applications that match this reality.