It’s imperative for organizations to deliver consistent, effortless and personalized customer experiences. But customer service technologies — including contact center, CRM and workforce engagement management platforms — typically span different business owners, each with their own budgets and priorities. Alignment between these technologies is critical in order to effectively connect a customer journey and create a leading customer service and support organization. Gartner assessed 32 customer service vendors and Talkdesk was named a vendor with the broadest set of customer service capabilities.
We believe customer service application buyers can use this guide to:
- understand the customer service technology landscape
- choose a central platform that supports the majority of their customer service ambitions
- reduce the need for sustained tactical investment
- prioritize areas of customer service investment while balancing customer, employee and organizational needs
Download the report to learn more about what Gartner recommends.
Gartner, Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace, Simon Harrison, Jim Davies, 29 October 2019
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