Modern and intelligent technology ensures seamless customer communication across all channels and the agent can react quickly and flexibly to customer requirements. If the customer logs on via e-mail, chat, social media, mobile or telephone, OmniChannel provides the complete customer history for every agent. The agent becomes a service provider. With the increase in digital offers, the customer’s expectations regarding personal service contact are increasing. If the service employee is then able to convince the customer to sign a new contract based on the information available to him from Cloud and the CRM system, then the change to a Profit-Center has been achieved. It is precisely this qualification to multichannel talents that is a top challenge of the contact center industry. Employees must be trained to respond to customer inquiries and to successfully address customers using the right technologies. Only then, can automated and AI technologies identify the next best step with the Customer. But which technology is the right one? Where is it worth automating processes and where not?