How can organizations start to think more strategically in the New Year about maximizing their technology investments?iStock-508154306_Colored arrows and boxes_resized.png

One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones.

Enterprises can thus strengthen the value from both solutions and likely be on their way to improving the customer experience. Paul Stockford of Saddletree Research explores how looking at IVR together with WFO is just one example of how different technologies can be brought together to address a significant objective: optimizing the customer journey.

Read his blog.