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Customer expectations are higher than ever, and in this landscape, an omnichannel contact center is no longer a luxury, it's a necessity. The good news? CCaaS offers a wealth of integrations to take your omnichannel capabilities to the next level.
Companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement. If you were looking for a reason to implement omnichannel communications in your contact center, here it is.
These integrations can facilitate unmatched personalization, real-time data access, and efficiency improvements. Let’s take a look at how.
Despite the potential benefits of omnichannel, there seems to be a lack of investment in it. According to 64% of marketers, a lack of resources and investment is the top barrier to omnichannel marketing.
Here are some integrations you should consider for your contact center, and how they help with the delivery of omnichannel CX:
Regularly auditing your integrations can help you make sure they are functioning optimally and eliminate potential data inconsistencies.
This is where Blackchair Symphony comes in, allowing you to execute critical CCaaS configuration and management operations to create a more productive, efficient, and transparent cloud CX environment.
Optimize omnichannel contact center solutions through complete CCaaS configuration auditing & automation capabilities facilitated by Symphony.
Omnichannel is a business strategy that aims to provide a seamless shopping or customer service experience across all channels, including in-store, mobile, and online. It integrates both physical and digital channels to offer a unified customer experience.
In a multichannel contact center, while many different channels are open for customer contact, each channel operates in its own silo. An Omnichannel contact center unifies all communications across all channels by breaking down silos to provide a consistent experience across them all.
Omnichannel capabilities in contact centers offer a consistent experience to customers across all channels and allow them to seamlessly switch between different channels without causing agents to lose the context of the query. This is facilitated by providing the agents with a complete view of the customer journey.
Blackchair Symphony is an industry-leading cloud contact center management solution that facilitates a more productive, efficient, and transparent CCaaS operating environment through its configuration, auditing, and automation capabilities.