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SpeechTEK 2015 - Tuesday, August 18, 2015
C203 – Using Context Cookies to Create True Omnichannel Customer Service
1:45 p.m - 2:30 p.m
Tobias Goebel, Senior Director Emerging Technologies, Product Management and Marketing - Aspect Software, Inc.

A smooth hand over between channels such as mobile apps, IVRs, or websites, as well as when switching from self-to live-service, is crucial to providing excellent customer service. To do so, companies need an easily accessible data store that can memorize past transactions on any channel using “context cookies”—small traces of information about the journey of a customer. This session introduces the “experience continuity” concept, describes an architecture of a continuity server as a home for context cookies, and gives examples of how cookies can improve the customer experience across customer care channels.

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