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Better Customer Experiences with a Seamless Single Pane of Glass

Today, organizations need to transform contact center technology so they can make customer service the best it can be.

Executive Summary

Exceptional customer experiences start from the inside.

Providing your customers great service is a no-brainer, but offering your agents the same can be challenging. When employees don't have the operational tools to perform their job they can unintentionally hurt the business's customer experience offering.

To combat this contact center leaders have adopted a "Monolithic Single Pane of Glass" which refers to a traditional single pane of glass (SPOG) software model that brings together information from different sources under one interface. It's a software tool that tries to do many different things but may not excel or specialize in any specific area.

This approach gives agents a single UI to view and manage their apps and data. Still, there are some critical problems: The integration process can sometimes reduce the unique context of each system, limit the possibilities for innovation, and restrict access to new technologies.

In this white paper, you will learn:

  • The key issues of a traditional Monolithic Single Pane of Glass approach for contact centers
  • How innovative software can elevate both the customer and agent experience
  • The many ways a Seamless Single Pane of Glass can improve your customer experiences

Access the Full White Paper

Fill out the form to get the "Better Customer Experiences with a Seamless Single Pane of Glass" white paper delivered to your inbox.

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