Creating choice in the contact centre | eBook

Creating choice in the contact centre.

| eBook

Optichannel as the next generation of omnichannel

Modern consumers are demand and discerning. They want choice in the contact centre. They want a seamless customer experience (CX). And, most importantly, they want to dictate their own path to fulfilment.

Give your customers what they want with optichannel contact centre capabilities.

Is your contact centre equipped to give them what they want?

Meeting these demands is no longer just about channels. What will set your contact centre apart from your competitors is how their preferred channel facilitate a connected, fluid and frictionless experience.

Optichannel contact centre capabilities – the next evolution in the contact centre modernisation journey – puts the customer in control and allows them to select the channel most suited to their needs, situation, location, and context.

This e-book contextualises the need, impact and benefits of providing your customers with an optichannel customer experience.

A few of the performance highlights you’ll read about in the use cases include:

  • A 25% increase in Customer interactions handled with AI & Automation.
  • 15-20% saved on technology and telco costs through seamless UC integrations.
  • 15% improvement in service levels, creating a differentiated CX.
  • A less than 5% call abandonment rate with blended channels.

It’s the ideal place to start your journey to true optichannel contact centre capabilities

‘Optichannel’ as the next generation of omnichannel

AboutConnect.

Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple. Since 1990, we have leveraged our vendor-independent managed services approach to digitally transform how organisations communicate, both internally and externally. We specialise in combining the most relevant technologies and services from leading vendors and platform providers to create opti-channel engagement solutions, orchestrating frictionless experiences and simplifying complex communication challenges.

Connect with us Connect UK, Connect South Africa, Connect India, Connect USA.

Find out how we can help your business communicate better.

To discuss your communications challenges and requirements, get in touch with us today.

Connect with us now.

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