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Implementing Omnichannel Technology

What you need to get right.

Overview

An omnichannel experience is what every customer expects and what every telco aspires to deliver. Telcos must not only identify what it takes to deliver cohesive, connected and continuous multi-modal omnichannel experiences, but they must also discover the secrets to quick value realization and navigate the labyrinth of transformation pitfalls along the way.

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Tackling the Obvious Complexity

To achieve a consistent omnichannel experience, business units, processes and systems must be integrated where everyone and everything talks to each other and operates as a single unified unit. While the front-end experience must exude simplicity to the customer, behind the scenes this requires ultimate sophistication. People, processes, systems and technology (both front-end and back-end) required to achieve this, must all be orchestrated together in a concert like never before.