Omnichannel Contact Center
Today, customers interact with companies via various touchpoints and contact channels, e.g. telephone, chat, social media and e-mail.
Many companies continue to process these contact channels with so-called multichannel solutions, i.e. the channels are processed in different technical solutions.
A holistic orchestration of contacts is not possible
The context of customer requests can only be viewed by switching interfaces: inconvenient and time-consuming customer support - inconsistent CX
Each channel and each backend system is a silo, i.e. resource-intensive support through different departments and confusing solution architecture
In case new technologies are introduced, a high level of complexity results due to many interfaces
The solution for your CX Transformation:
The Omnichannel Contact Center
All contact channels are integrated in one platform and work together seamlessly.
All incoming and outgoing contacts are assigned to the optimal resource in the contact center system via central routing. Centralized reporting enables superordinate control.
Thanks to unified communication across all channels, the customer experience is significantly improved: Employees in the contact center always receive all contextual information regarding requests – providing customers with a consistent experience.
Today, customers interact with companies via various touchpoints and contact channels, e.g. via telephone, chat, social media and email.
Centralized routing
Centralized routing enables contacts to be assigned to the optimal resource in the contact center
Contact transfer
Seamless switching between contact center employees with consistent service quality is enabled
Centralized acquisition
Centralized, cross-channel collection of all customer journey data
Efficiency
More contacts can be processed in less time
Analysis
Unified reporting: comprehensive data analysis from a single source
Channel integration
Integration of all channels (voice, chat, social media, e-mail, ...)
Low-maintenance
No more time-consuming IT support for individual channels: Enables individual technologies to be updated quickly and easily
CX & EX
Increase customer and employee loyalty through efficient communication
Contact history
Employees can see the communication history at a glance in the contact center and seamlessly follow up on the last contact
Take your CX to the omnichannel level. As your partner for successful CX transformation, we support you with the suitable solutions and services.