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Omnichannel contact center solutions integrate multiple communication channels and offer a unified capability to manage CX operations. In fact, the Customer Contact Industry Review by CCW Digital in 2021 revealed that 42% of contact centers strive to create an omnichannel experience.
No wonder, since companies that utilize strong omnichannel contact center solutions retain 89% of their customers on average compared to 33% of companies that have weak omnichannel customer engagement.
It’s clear that just an omnichannel solution alone is not enough to reap all of its benefits. For the best outcomes, you must focus on optimizing it as well.
Automated CCaaS configuration is one of the best ways of optimizing your omnichannel contact center. Here is how.
The ability to audit and automate your CCaaS configuration is key to a more productive, efficient, and transparent omnichannel CCaaS environment.
Here is how these solutions enable optimized omnichannel contact centers.
The combination of auditing, automation, and administration of the CCaaS configuration provides a wide range of results such as improved productivity, automated rollback capabilities, multi-domain administrative capabilities, and bulk operation processing.
Optimize omnichannel contact center solutions through complete CCaaS configuration auditing & automation capabilities alongside an Operations Portal functionality with Blackchair Symphony.
Omnichannel communication enables customers to derive a consistent customer experience across all channels and touchpoints. This is enabled by unifying all communication channels into one interface.
Omnichannel contact centers automatically sync all communications across multiple channels so that agents can deliver a more informed and comprehensive customer experience. Customers can choose their preferred channels and agents will be able to deliver the same level of service regardless of this choice.
Omnichannel contact centers offer a unified approach to CX operations, resulting in increased retention rates, faster customer support resolutions, improved personalization capabilities, and optimized remote workforce operations.
Blackchair Symphony is among the foremost cloud contact center management solutions to facilitate a more productive, efficient, and transparent CCaaS operating environment through its configuration, auditing, and automation capabilities.
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