The relationship between Communication Service Providers (CSPs) and their customers is changing rapidly. Today's consumers are accustomed to creating their own content, selecting their own features, and interacting across multiple networks and channels. They desire their own personalized experience to be seamless, effortless, and instantaneous. Customers want to select the method by which they communicate to the CSP, whether via the web, retail store representative, kiosk, or call center agent.
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