Centralizing and coordinating customer-facing communications channels is now top-of-mind for many financial institutions (FIs). Only a short time ago, different divisions of an FI handled contact with customers independently through relatively few communication channels. Now, customers have many communication choices, including contact centers, IVRs, email, text messages, chatbots, social media, real-time messaging apps, and more. Additionally, customers have distinct preferences on how they want to receive different types of communications.
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