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Best Practice TIPS for Leveraging Automated Voice Self Service for Improving Customer Service
   
Most organizations have a customer care infrastructure that evolved within channel boundaries. Separate vendors may have been selected over time for an agent infrastructure/ACD to answer calls, IVR, SMS messaging and proactive outbound dialing. The result is multiple channels of communication, but is it really multi-channel customer care? This white paper demonstrates how virtual contact center solutions with true channel integration provide a way to quickly add multi-channel service without capital investment.





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