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A growing retail company wants to modernize its legacy on-premises contact center, which is costly,...

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A growing retail company wants to modernize its legacy on-premises contact center, which is costly, hard to scale, and lacks support for new digital channels. The company wants to reduce overhead, scale easily during seasonal spikes, and give service reps real-time customer insights.

What should a Service Cloud Consultant recommend?

A.

Build a custom Experience Cloud solution and integrate with external telephony providers using APIs.

B.

Deploy Salesforce Contact Center with Amazon Connect to unify voice, chat, and case management in the cloud with real-time insights.

C.

Extend legacy systems using Omni-Channel, Live Agent, and a third-party CTI to add new digital channels over time.

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