ef2b3a99_With_The_New___Forrester_Blogs__Commentary
[Out with the old . . .] Single-mode communication [. . . and in with the new] Multimodal communication [Commentary] 
Customers want to be able to simultaneously engage with a service agent using more than a single channel — for example, speaking to an agent on a mobile device while reading a service alert on the same device that the agent has just sent the customer.
Customer Service: Out With The Old . . . And In With The New | Forrester Blogs
Commentary