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The pervasiveness and familiarity of text messaging makes it an ideal channel to win, serve, and retain customers who require assistance from a contact center agent.
This report looks at text chat in the context of other support channels, types of technology solutions available, and the challenges AD&D professionals face to effectively weave it into the broader mix of omnichannel customer service and support technologies in their enterprise. Customers are the new market-makers, reshaping industries and changing how businesses compete and win.
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