Forrester’s research shows that respecting and valuing their time is what customers expect first from a good service experience. In particular, they hate having to repeat themselves or be directed to the wrong person or destination. The availability of the full context of an interaction has become a key enabler of great support experiences. While the expectation of a business having at hand the comprehensive profile and history of a customer reaching out for service seems obvious, it remains hard to fulfill for most companies. Today, agents still have to juggle multiple applications to get a complete view of an inquiry, often putting the customer on hold while looking for information.