Multichannel Contact Center Solutions
Meet customers with quality interactions where and how they want
More and more of today’s customers are relying on digital communications, like email, text messaging, Web chat and social media, in order to interact with your business. Multichannel contact centers give customers the flexibility to choose the method of contact that makes the most sense for them at any given time, and requires your organization to provide the same prompt, informed customer experience across all channels. With the right tools, you can make sure your business is prepared to meet these evolving demands.
Top Benefits of Multichannel Contact Center Solutions
Flexible Customer Experience
Empower customers to interact with your contact center in the medium of their choice—voice, email, SMS, fax, social media, web chat, or multimedia self-service. Give your customers the flexibility to choose the medium that makes the most sense for them so they can make more intelligent, informed decisions and enjoy a superior experience.
Seamless Agent Experience
Give agents a single interface to handle interactions across all channels, with all the relevant customer information and necessary tools directly at their fingertips to ensure accurate and efficient responses.
Management Insight and Resource Planning
Get a real-time view of all customer activity from a variety of monitors and dashboards, drill down further into performance with historical charts and reports for multimedia customer activity, and replay historical multi-channel experiences in simulated real time. Forecast your resource requriements to build intelligent work schedules that can meet demand.
Simplified IT Management
Simplify operations with a single point of configuration and administration for all forms of customer engagement. Quickly and easily create highly flexible, integrated routing workflows for all media, including auto-responses for multichannel self-service capabilities, using a familiar drag-and-drop interface.
Fast Facts About Multichannel Customer Engagement
Relationships Are Going Digital
By 2020, customers will manage 85% of their relationship with a business in the digital space without interacting with a human, according to Gartner.
Beyond the Call
According to Synthetix, 90% of consumers will always check a website before emailing or calling a company—and 63% said they were more likely to return to a website that offers live chat (Forrester).
It's a Multichannel World
25% of consumers utilize one to two channels when seeking customer care and 52% of consumers utilize three or four channels (Ovum).
Commit to Customers - They'll Commit to You
79% of customers will commit to a deeper product or service relationship with a brand after a satisfying experience. The time to improve your digital customer experience is now.
Multichannel contact center solutions provide a simple yet flexible interface for configuring multichannel call workflows, all from a single point of administration. An intuitive client equips agents the information and tools they need to deliver a smooth customer experience across all media types, and real-time and historical reports provide management with insight into day-to-day operations and agent performance. Most importantly, customers experience the flexibility to communicate using their methods of choice. They even get helpful information to guide their choices, like wait times for inbound calls, emails, Web chat and callbacks.