The article talked about how to design contact centers based on Noda Contact Center technology. Particular attention was paid to building an omnichannel service model that lets customers choose the most convenient communication channel for them, even switching back and forth between them at will. With those cases in mind, Noda Contact Center displays a full history of interaction with each customer that covers all available channels.
The print version was distributed to the attendees of CCW 2017, a Central European event for contact centers held from February 20 to 23, 2017, in Berlin. The magazine was a hit among everyone at the exhibition and conference. It is available in English here: https://medium.com/@SoftBCom_Berlin/121a4a5376d3#.c27bb15en.