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Customer Contact Center Modernization – An Opportunity or Imperative?

Kshitij Sharma

Senior Manager, Intelligent Automation Consulting, EPAM Continuum
White Paper

The customer contact center has long been the backbone of customer relationship management. It is expected to not only maintain, but also enhance the company’s brand and its customers’ loyalty towards it.

In the last decade or so, consumer and social trends led to the adoption of disparate contact channels, while digital technologies continually raised expectations for how businesses should deliver customer service. Organizations have tried to keep up, but haven’t been as successful as they’d like. In fact, customers have typically felt dissatisfied, overlooked and left behind, while businesses have felt the pressure of increasing costs to support multiple channels.

Download the white paper today to learn more about how businesses can use tools like intelligent automation to mitigate these challenges and strengthen customer relationships.


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