- Faster service
- Customers nowadays wants everything faster
- Quality of service
- Expectation from the customers is getting higher and higher because of the competitors
- Consumerization
- Consumer must be given more importance
- Prefix 'Any' is needed
- This is the most important aspect. 'Any' services are needed 'any'where, 'any'time
All these leads to MCA (Multi Channel Access)
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