In this report we examine the origins and evolution of these two communication channels, their use and deployment today and in the future. For each of the channels we breakdown the benefits and shortcomings associated with each and provide high level budgetary guidance. The goal of this report is to equip the reader with an understanding of these communications tools, the role that they can play in serving customers through a contact center and the likely costs, risks and benefits. No specific technology providers are identified in this report
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