Managing and improving customer experience has become the holy grail of business across a wide spectrum of financial services, utilities, retail, healthcare and government.

Managing multiple inbound channels and subsequent customer workflows for responsiveness, consistency, and compliance presents a challenge, requiring strong procedural adherence, while also providing a degree of personal attention to individual customer’s needs. In this survey report, we look at the drivers and issues for multi-channel inbound, and the benefits reported by those using content capture across multiple content types to drive intelligent or self-learning inbound handling.

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