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Is an unbiased analysis across the interrelated areas of Contact Centers Communications channels. The Assessment will perform a current state analysis of your companies Inbound / Outbound Voice, Voice, Web, AI Chat Bot Self-service technologies, email, Chat, Social Media and Survey tools.
Next Step is to perform the requirements analysis with the business stake holders and the end users. This task will require interviews, analysis of all communication data.
Based on the results of the current environment analysis and requirement analysis the DI team will perform a technology gap analysis and prepare a Omnichannle road map to provide your customer and agents a pleasant experience.