Whitepaper: Companies "Unifying" the Conversational Contact Center

A survey of more than 200 customer care professionals, sponsored by Empirix and conducted by Opus Research, discovered that despite growing evidence that new communication channels foster stronger customer relationships, 45 percent of respondents have yet to use social media to communicate with customers.

Adding social media tools to the enterprise communication infrastructure engages customers and promotes loyalty and longevity. This whitepaper examines implementation plans and motivations, highlighting the importance of quality monitoring tools as companies travel headlong into the age of conversational commerce.

To download the whitepaper to read all of the survey results, please complete the brief form below. Once the completed form is submitted, you will be given immediate access to a PDF of the whitepaper.