Would you embark on a cross-country journey without taking a map? It sounds crazy, yet that is exactly what most organizations ask their customers to do every day. Over the past decade the number of ways we can now communicate with businesses has exploded – voice, email, chat, social, SMS/MMS, you name it.  And most companies currently support the ability for their customers to engage with most, if not all, of these channels. Yet they typically cannot support multiple....

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