In the second half of 2016, Gigamon commissioned the Enterprise Strategy Group (ESG) to conduct a survey of 300 IT and cybersecurity professionals. Respondents to the survey all had responsibility and involvement in the planning, implementation, and/or operations of their organization's security policies, processes, and technical safeguards. Participants also had purchase decision-making authority or influence for network security products and services.
Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer.
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Design a successful digital customer engagement strategy
Provide agents with a 360-degree view of the customer across all digital channels and voice