Over the past few years, the importance of providing a seamless, context-rich customer experience has dramatically increased.

Gone are the days when a company could make do with a voice-only contact center, dedicate hours and hours to manually creating reports for management or manage teams of agents with only the most rudimentary quality monitoring.

In this paper, we will examine some of the critical decisions companies need to make. The discussion will be highlighted by comments from interviews with operations leaders at companies that have been faced with similar choices, discussing the factors that helped guide their process.