Break down the silos to allow customers to seamlessly transition across channels.
Customers – particularly mobile customers – may traverse multiple channels of engagement when seeking an answer to their question, including self-service and agent-assisted options. Our interaction management solutions make it easy to deliver a consistent customer experience on voice, mobile, web and social channels.
Our contact center solutions break down the silos that transform your “multi-channel” customer service into a truly “omni-channel” offering that allows customers to seamlessly continue receiving assistance when they cross channels, including providing context to your live agents.
A fully implemented omni-channel solution creates cost efficiencies, reduced customer frustration and better issue resolution when customers can quickly resolve basic issues via the self-service channel of their choice, freeing up your agents to dedicate their efforts to resolving more complex customer queries.