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Customer Experience Management Software
The State is seeking a contractor to provide a Customer Experience Management (CEM) solution to help manage a Customer Contact, Campaign Management, Printed Fulfillment Delivery and Inventory System. One of the key features of successful CEM implementations is their ability to manage multi-channel interactions. Customer experience solutions address the cross-channel (contact center, Internet, self service, mobile devices, brick and mortar stores), cross-touchpoint (phone, chat, email, web, in-person), and cross-lifecycle (ordering, fulfillment, etc.) nature of the customer experience process.
