Omni-channel has been a dream in the unified communications space for a long time now, but it’s been a struggle for many organizations to implement. They want it, but organizations either can’t afford the high price tag or deal with the time it takes to deploy it (not to mention the integration frustrations everyone has experienced or at least heard about). In fact, it can be such a challenge that, according to The Global State of Customer Experience from CX Network, 36% of organizations support only 1 to 2 contact channels. And, just as bad, only 7% of organizations have a true omni-channel approach. Whoah! Those stats are appalling.