Organizations are looking to technology to help address the challenge of providing consistent customer service across digital communication channels. Research firm Gartner expects that “through 2019, an ecosystem containing at least four types of product and vendor will be required to build the ideal customer engagement center, the core of which will be an intelligent system for CRM case management.”

This guide explores what these customer engagement centers, or omni-channel contact centers, can do to manage the customer service experience, and why multiple products – tied together with Microsoft Dynamics 365 – can help deliver the ideal omni-channel contact center.