But, the reality of today's digital economy is that the definition of customer service has changed.
Expectations of what customer service should be are higher than they ever have been. In today's hyper-connected, mobile world, consumers are no longer content to work within a company's set business hours. They expect to connect at any time of day or night. They expect the freedom to choose how they interact from a variety of communication channels. And, they expect to receive instant answers to their queries through seamless digital interactions.
This white paper examines the changing requirements for customer experience and discusses the pros and cons of both premises- and cloud-based solutions for meeting the service expectations of today's mobile consumers.