In today’s economy, the importance of self-service in the support of an omnichannel customer journey has never been greater. Customer engagement is rapidly transforming in self-service as well as assisted service. In the Contact Centre, self-service has traditionally been offered for a specific touchpoint using a single channel: voice, email, web, and social. The resulting self-service applications are inconsistent and are of varying effectiveness, and often follow self-directed and random journeys.
New omnichannel self-service is far more dynamic than traditional self-service and links seamlessly to assisted service, taking into account the context of each and every customer (activity, profile, next best action, etc.)
Whether on the phone, on the web, in a mobile application or a combination of multiple channels – customers prefer self-service interactions that are simple, efficient and available at any time over any channel. When this is achieved, organisations will get the highest possible percentage of completed transactions via self-service while producing positive experiences.
Our solution allows you to seamlessly integrate your self-service applications with proactive customer communications routing capabilities. Build Contextual Routing capability to identify prospect and route to best available agent. Recognize Caller, apply Context – “recent order” or “order issues” or “failed activation”, confirm that is what the call is about & priority route to best available agent.