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TeleTech Launches Customer Journey Outcomes Solution
New Integrated Technology Platform Connects a Customer's Digital Journey to the Contact Center; Provides Simple and Consistent Customer Experience Across All Channels
Industry experts agree that technology is changing the way customers interact with brands across the customer lifecycle. According to
"Customers today expect to have a simple, consistent experience with companies regardless of the channel they use to connect. Unfortunately, many companies have legacy systems that don't fit together well and cause a customer's journey to be broken along the way," said
The new Customer Journey Outcomes Solution simplifies the customer journey by integrating a company's processes and technologies into one platform. The offering components include:
- Customer Journey Mapping – across customer lifecycles, personas, and technology channels.
- Seamless technology integration of all customer touchpoints from across the company including retail storefronts.
- Next generation service that allows customers to smoothly escalate issues between channels.
- Interaction management and intelligent passing of the context of a customer's interaction on a single desktop for more empowered contact center associates.
- Complete history of a customer's journey across all channels – real-time and historic.
- Consistent inbound/outbound conversations throughout the customer journey with integrated mobile, voice, email, web chat, text, social and video customer experiences.
- New dimensions of business intelligence with customer satisfaction and expectation analysis.
To learn more about the TeleTech Customer Journey Outcomes Solution, please visit http://www.eloyalty.com/customer-journey-outcomes-solution.shtml.