A comprehensive, industry-wide view into what is happening in the world of procurement. With predictions and benchmarks from over 270 procurement executives, this report from CPO Rising examines how procurementís role, priorities, strategies, and challenges are evolving.
Published By: Genesys
Published Date: Apr 07, 2017
To meet the growing demand for digital interactions, both CRM and CCI (contact center infrastructure) vendors have added a range of digital channels to their portfolios. CCI vendors are focusing on offering an integrated omnichannel customer engagement platform, to improve their appeal to the customer service software market.
The challenge for IT leaders is to decide which engagement channels should be managed by which vendors. This Gartner report discusses:
- Three procurement strategies IT leaders can adopt to achieve their business goals for omnichannel (voice plus all digital channels)
- Strengths and challenges associated with each strategy
- Key considerations for omnichannel success
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