Creating choice in the contact centre.

Opti-channel as the next generation of omnichannel.

Modern consumers are demanding 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 opti-channel 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 CX.

Opti-channel 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.

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This e-book contextualises the need, impact and benefits of providing your customers with an opti-channel 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 and Automation.
• 15-20% saved on technology and telco costs through seamless Unified Communications (UC) integrations.
• 15% improvement in service levels, creating a differentiated CX.
• A less than 5% call abandonment rate with blended channels.

A connected customer experience.

Consumers today want it all. They don’t want to have to make a trade-off between engagement channel and level of service. Customers want choice, and a seamless customer experience (CX). It wasn’t long ago that digital transformation in the contact centre meant adding new channels, as well as cross-training agents or dedicating teams to certain channels. But today, it’s not just about channels; it’s about how these channels facilitate a connected “fluid” experience.

For consumers, which channel they choose is irrelevant to their experience, although there is some expectation that, for example, web chat will let them avoid having to wait on the phone, allowing them to multitask on their device while the conversation unfolds. The phone is best for getting through to a live agent who – hopefully – will be able to solve a problem that feels too complex to type out or entrust to a bot. But aside from choosing which channel best fits their purpose, consumers really want to connect to customer service quickly and get their resolution as fast as possible. They want to dictate their own path to fulfilment.

Why multichannel / omnichannel isn’t enough.

Channels are all just ways to talk to the brandand all the channels represent the brand. With multichannel, each channel exists in a silo. For example, a customer emails support and then decides to use webchat to find out why they haven’t received a response yet…and the webchat has no record or context of the email. Another example may be a customer is communicating with a chatbot and needs to speak to an agent; however, the agent doesn’t have the history of the communication.

To read more, download the eBook below.