Salesforce's telephony partners can now implement external routing directly in Salesforce Omni-Channel. In the Summer 2017 release customers can request to have this feature enabled, and have their ...

To chart the best course to success in 2024, businesses must be savvy to the evolving landscapes that influence how we define excellent customer service. These include both established and emerging ...

Omni-channel retailers operating in the UK are experiencing a stage of structural change, which has been caused by a shift in the expectations of consumers, the costs involved in operations and the ...

In retail — as in so many industries — omni-channel is a baseline customer expectation. Once cutting-edge, now being able to offer consistent, personalized service across in-store, online and mobile ...

We meet with Jay Fowdar, VP of customer success at Samba TV, in this interview to discuss ongoing challenges in omni-channel planning. Jay also shares insights into how first-party data that leverages ...