Boost Customer Experience | Forrester Study

Discover how you can improve customer experiences through fully integrated contact center, CRM, and collaboration systems.

Forrester Commissioned Study: Boost Your Customer Experience

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When it comes to delivering higher-quality customer experiences, equipping contact centers with powerful tools and systems is an important place to start. But it’s not enough—if the tools you’ve adopted don’t work well together, it may lead to disjointed processes, time lost, and negatively impacted customer experiences.

See real insights from companies working to improve their customer experience in Boost Your Customer Experience with Better Integrated Contact Center, CRM, and Collaboration Systems, a commissioned study conducted by Forrester Consulting on behalf of Microsoft. You’ll learn about the following key findings:

  • Most companies are not fully confident in their ability to meet customers’ needs with contact centers.
  • Poor integration between contact center and CRM systems is the key challenge.
  • An all-in-one approach to contact center and CRM systems can alleviate current challenges.
  • The benefits of improved contact center, collaboration, and CRM system integration are three-fold.

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