Omnichannel Contact Center

Seamless, Cross-Channel Customer Journeys

Omnichannel: Speed and simplicity through All in One

Omnichannel contact center integrate all contact channels and touch points on one platform. All inbound and outbound contacts are assigned via centralized routing of the optimal resource in your contact center system. Consistent reporting allows superior control. Due to uniform channel communication, an omnichannel contact center enhances customer experience and helps you to employ your resource in an optimal way.

  • Seamless switching between contact center and employees
  • Central recording of all of the customer journey's dataConsistent quality of customer service
  • Reporting: analytics/big data
  • Integration of all channels (voice, chat, email, fax...)

    Why one solution for all channels makes sense

    Multichannel: High complexity

    Multi-channel solutions are often used in companies today. In this way, customers interact via different communication channels. From the company's point of view, all necessary channels are served, but contacts cannot be orchestrated consistently in this way.
    Thus, each channel and also each backend system represents a silo in itself. These silos are often serviced by different departments and business units, who have to manage and maintain their own technology stack. If new technologies are then to be deployed, the connection to all areas has to be made. This creates a high level of complexity on the technical side that can only be managed by immense IT resources.

    On the service side, customer communication often takes place within the silo. In a multichannel contact centre, channels are mostly isolated - contact center staff cannot see the context of interactions customers have had on other channels or have to switch between multiple interfaces to do so. Sharing customer information between silos is therefore cumbersome and time-consuming.
    Then, as new channels and systems are integrated over time, the entire customer service process becomes further fragmented. The consequences:

    • Teams in customer service and IT have to do extra work in proportion to the number of solutions deployed
    • High workload and long training period for service staff due to the use of multiple interfaces
    • Unclear architecture with dependencies that inhibit innovation
    • Inconsistent and fragmented customer experiences at every touchpoint

    The solution: Omnichannel Contact Center

    Bring all your data together in a single source within your customer engagement platform. An omnichannel contact center integrates all contact channels and touchpoints on one platform. This way, more customer contacts are handled - in less time.

    Omnichannel combined with artificial intelligence and automation - for the customer experience of the future

     

    With current technologies, it is possible to make business processes more flexible and to save costs at the same time. Combining omnichannel contact center software with AI and RPA software creates solutions that take your customer service to the next level: processes can be automated end2end. As a result, you save a lot of costs and maximize the quality of your customer service.

    In this context, FIEBIG serves as an integrator: we use innovative and disruptive technologies from market leaders, startups and in-house developments to create the perfect package for you, which we adapt to your existing structures.

    Further information on the topic: Artificial intelligence (AI) as an essential part of the digital strategy