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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