3CLogic execs warn that voice is being siloed from omnichannel customer experiences

The cloud-based call centre telephony firm argues that voice conversations need to be deeply embedded within systems of record

Treating telephone and digital channels as two separate islands is leaving agents adrift and customers feeling marooned, according to executives from 3CLogic.

Speaking as part of ServiceNow’s Experience 2020 virtual summit, which has been taking place since early May, the provider of cloud-based call centre software made the case for using voice conversations as a key element in CX strategies.

Guillaume Seynhaeve, 3CLogic’s vice-president of partners and alliances, told the story of a director of customer experience at a major U.S. sports organization that was struggling to

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