Omnichannel Contact Center Software for Seamless and Delightful Customer Journey


Understand evolving customer behaviors and you are better placed to deliver a happy customer experience. Use the right tools such as omnichannel contact center software and you are better empowered to deliver this experience.  Just as customer behaviors have changed so has the ubiquitous contact center software.



Standard features endure
Today’s evolved CC solutions incorporate standard features such as skill based mapping, predictive dialer, automatic call distribution and auto dialer but with a degree of smartness gained by AI infusion. These features permit ease burden on agents and assist in routine functions but omnichannel empowers them even more.



Omnichannel integration
Unified omnichannel contact center software empowers agents even better. A unified dashboard gives them an overview of various channels like email, fax, SMS, voice, chat and social media. It becomes easy to respond to a customer on any channel and easily switch channels according to customer preference. The customer journey may start with a text message or an email or social media post and the agent can pursue it on that channel or easily switch to social media or a voice or even video call for a delightful customer interaction.



Video and WebRTC
WebRTC with audio-video chat radically transforms contact center operations focused on delightful customer experiences. Contact centers can be up and running in minutes with no need for investment in specialized IT infrastructure or IP devices or even upfront purchase of software. A monthly subscription is all that is needed. Agents in the office or remote agents will actually enjoy using this type of WebRTC powered contact center software. They can engage in omnichannel conversations and then seamlessly walk the customer to the video interface for a virtual face to face talk from anywhere and at any time. During such personalized video chats it is easy to share documents, make a presentation or even include someone else for a conference. Omnichannel facility and video reduce effort and allow consistent customer engagement. If an enterprise or an individual would want to start call center operations to serve customers or as a business then this is one of the best call center solutions to consider.



Data
Data is another cornerstone of contact center solution that makes for a seamless customer journey. Tied to a backend CRM and a quality analysis module, the omnichannel contact center software helps to derive information in real-time through active monitoring and analysis helps deliver intelligence to improve performance. 



Then there are small but significant modules that assist in the omnichannel customer journey, such as IVR that lets customers handle issues or allows operators to carry out surveys and SMS broadcasting to inform and keep in touch. Whether it is a customer journey that ends in a purchase or resolution of issue, the omnichannel contact center, especially the one with WebRTC, can make all the difference. 

Source: https://hodusoftsite.wordpress.com/2019/12/31/omnichannel-contact-center-software-for-seamless-and-delightful-customer-journey/

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