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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

An omni-channel presence is a key characteristic of digital experience, especially as consumers increasingly channel hop during their engagement journeys. This report discusses how engagement platforms deployed using an overlay approach can enable CSPs to deliver an omni-channel experience.


Executive Summary
Key Recommendations
Analysis
 Challenge
 Solution

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