The topic is omnichannel, a topic I've been writing about for some time, and Cisco has been on the leading edge in taking contact centers to the next level with this. Like Unified Communications, the omnichannel concept is hard to define - and sell, and deploy, and use - but when all the stars align, it's a pretty powerful approach to improving how contact centers and their agents support customers.
As usual, my white papers are supported by industry-based research, and are largely vendor-neutral. The focus of this paper is very much about how the contact center space has evolved from single channel to multichannel and now to omnichannel, and from there explains where and how it provides new value to the contact center.
To promote the white paper, Cisco has created an infographic, which you can see here.
From there, a link is provided with more detail about my white paper along with a registration form to download it from their site. That's just part of the deal, as vendors generally use white papers to generate leads, but as you'll see, my analysis is about why omnichannel is important - if you want to follow up directly with Cisco after, that's your call.
That aside, I really hope you give it a read, and if the registration process isn't working for you, drop me a line. Am happy to answer questions any time, and as always, any sharing would be greatly appreciated.