OmniEngage is designed from the ground-up to be a cloud-based customer contact solution, providing a consistent agent interface across all media types. Additionally, moving from one media type to another is relatively simple for both the agent and the customer. In today’s fast-paced world with technologically enabled customers, switching media channels is becoming expected. Further, channel switching expectations extend to maintaining the original and subsequent contexts of the interaction flow, regardless of the channel utilized or the human resource engaged by the customer.
We provide continuous context, segment tracking and association, and channel switching driven by either the agent or the customer. Integrated knowledge solutions provide agents with recommendations and appropriate methods to drive customers to the best channel to resolve their problems. The customer experience is improved by reducing their effort. The agent experience is also improved by reducing agent effort. When appropriate channel methodologies are employed and deployed, transactions are actually enjoyable by the customer population.
We map the customer journey across all media channels. Part of the multi-channel communication mapping process is determining where journeys logically channel-hop, as well as determining where a given channel offers a better opportunity for success in customer problem resolution. Journey mappings lead to communications flows within and across channels. These flows logically extend to customer-facing endpoints such as websites, email addresses, information forms, and social media presence.
Our engineers skillfully implement multi-channel communication flows, providing the lower level channel junctions, enabled at the agent and customer interface, to result in a smooth customer journey for the transaction. We are unique in the industry in applying the use-case customer journey solution. Most implementation organizations develop “top-down” approaches based on the media type, fitting the customer journey into the previously designed channel flow.
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