The overlay approach to deploying engagement platforms will drive CSPs’ omni-channel strategies

The overlay approach to deploying engagement platforms will drive CSPs’ omni-channel strategies

  • March 2018 •
  • 6 pages •
  • Report ID: 5366669 •
  • Format: PDF
Communications service providers (CSPs) that have limited their omni-channel focus to building a presence on new channels increasingly face integration challenges and low returns on investments. Engagement platforms deployed using an overlay approach will enable CSPs to deliver a consistent experience across all channels as well as obtain the agility required to innovate quickly.

This report provides:
• recommendations for operators on strategies to deliver an omni-channel experience using engagement platforms
• a discussion about how the overlay approach for engagement platforms will deliver maximum benefits to CSPs in the near future
• an overview of engagement platforms developed and delivered using modern software methodologies
• an analysis of CSPs’ current omni-channel capabilities with a focus on business cases.
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