Voice, chat, text, email, social media – can you bring every communication together and form a complete picture of your customer’s journey? No matter which channel they use, your customers expect a personalized experience, every time. They want you to know who they are and to make every experience as seamless as possible. That’s what our solutions deliver. We use the best in technology and design to make it easier for every interaction to get straight to meaningful.
Key solutions include:
- Fully integrated omnichannel interaction with an all-inclusive view of each customer’s interaction history
- Flexible deployment models, including cloud-based, premise-based or a hybrid solution that integrates with your legacy system
- Technology architecture design and systems integration to update an existing infrastructure or design and entirely new one
Our holistic Customer Journey Outcomes Solution gives you the ability to see where your customers are, where they’ve been, and most importantly, where they’re going.
CUSTOMER JOURNEY MAPPING and customer segmentation to better understand your customers throughout their experiences with your company.
SEAMLESS COORDINATION of integrated mobile, voice, email, web chat, text, social, video, fax and storefront, with persistent customer context across channels and agents.
PERSONALIZED and relevant interactions.
SMOOTH ESCALATION of interactions between channels.
CONSISTENT inbound/outbound interactions for a uniform, whole-company customer journey strategy.
A FULL CUSTOMER JOURNEY VIEW on a single desktop, with simplified capture and management of interaction details in real-time.
REAL-TIME CONVERSATIONS with mobile collaboration and video.
DATA AND ANALYTICS for increased business intelligence.
Connecting the Dots on the Omnichannel Customer Journey
Omnichannel customers are proven to spend 208% more than customers who shop in stores only1. And, the business opportunities will only continue to intensify as new digital technologies and touchpoints emerge. In this ebook, learn about the steps business leaders need to take to create the exceptional digital and cross-channel experiences their customers crave. Discover:
Key insights from leading technologists, strategists, process experts, and operation leaders.
Five best practices for optimizing the customer journey experience.
Examples of how leading companies, in some of the world's most competitive industries, are setting up their next generation customer journey.
1The Omnichannel Opportunity, Deloitte, February 2014