Use Case · 25 Apr 2018

Offer a multi-channel customer experience

How the right technology can deliver a seamless customer journey.

Overview

You want to introduce new channels so your customers can easily choose how they get in touch with you, but you don’t want to add complexity or increase your costs.

You also want to keep track of all the different channels and have your agents switch back and forth between them, but it feels a tough ask.

What if you could create an integrated and seamless customer experience across multiple touchpoints, including voice, video and social media? 

We can help you understand the entire customer journey, use the right technology at the right time to improve your customer engagement, and give your agents a single desktop that shows all the conversations for any given customer. 

So, if a customer makes initial contact via instant messaging, then calls back later for a video chat, you’ll be able to switch between those different channels and deliver a much better customer experience.

 

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A scalable, multichannel contact centre allowing you to scale the number of agents you need quickly, while only paying for what you use on a per agent, per month basis.

Cloud Contact Cisco is built to handle large volumes of customer interactions but it’s also flexible enough to get you started quickly with only 50 agents through a single, easy-to-use multimedia interface.

Network your back-office experts into the front office environment so that your customers with complex needs are directed to the people best suited to deal with them.

We make it easy to have your contact centre in the cloud, making your organisation more customer-focused.

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A multichannel, ‘out of the box’ cloud contact centre which lets you scale the number of agents you need quickly, while only paying for what you need on a per agent, per month basis.

You only need a network connection, browser and a phone.

You can add new agents or amend call-routing rules in seconds, so you keep full service even if, for whatever reason, your staff can’t get to work.

You can integrate old and new applications and services, and get rapid, high quality information through a single, intuitive interface.

Cloud Contact doesn’t mean total change – it can overlay your existing contact centre infrastructure seamlessly, and grow as your business evolves.

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Voice. Visual. Text. You can have self-service covered and integrated into your overall customer service experience.

Give your customers the power of personalised, continuous, context-aware conversations across different channels (IVR, messaging / Chatbot, mobile, web), as well as different interactions (informational and transactional).

With Auto Contact, you can have:

  • state-of-the-art text and speech recognition, powered by natural language
  • dynamic personalisation that presents menu options based on likely user intent.

Which gives you harmonious integration with your overall customer experience, so your agents don’t miss a beat when your customers need transfer to live assistance.

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You need to make sure that when a customer calls, they get a response first time, every time. If you fail, you could lose them.

Inbound Contact:

  • makes it easy for your customers to get in touch with you, no matter where they are, with easy to remember phone numbers that stay with you for as long as you want them
  • makes sure no call goes unanswered by bringing together your disparate contact centre sites from across the globe into one single, virtual operation
  • offers your customers an alternative to calling, by giving them the option to self-serve and get an immediate response to their simple enquiries.
  • gives your customers a seamless service.

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How your customers feel about you depends on how their experience of you matches their expectations.

Our consulting experts can review your contact centre operations to evaluate the effectiveness of your tools and technologies, your agent productivity, your key performance metrics and your internal processes. We spot gaps between your business goals and operations, help you deliver a more efficient customer experience and help you get the most from your current investments.

By working with us, you get a transformation roadmap that will make it easy for your customers to reach you, while optimising your operations to reduce costs and boost agent productivity.

Want to know more?

Get in contact with one of our experts to discuss your needs

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