The number and variety of customer interactions are exploding and extend far beyond the contact center – into your branches, stores, digital and self-service channels and back office. However, this data is unstructured and may be stored in disparate systems and silos.
Ventana Research predicts that, “Through 2022, one-half of organizations will have data silos in their contact centers that prevent them from achieving a complete view of the customer.”
Listen to this 15-minute on-demand webinar and hear from Keith Dawson, VP & Research Director, Ventana Research joined by David Singer, VP GTM Strategy for Workforce Engagement, Verint as they discuss how your organization can leverage Engagement Data Management (EDM) to gather, enrich and make sense of interaction data. You will also learn which parts of the tech stack are involved in the process as well as how you can dramatically reduce cost, complexity and time needed to build an interaction hub.