Driving CX optimization through embedding voice and digital channels with CRM

To meet evolving customer demands for customer service, companies need to provide omnichannel customer-engagement platforms

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Ken Landoline
08/31/2020

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Despite speculation about the coming death of the voice channel, its future remains strong.

As Omdia research has consistently indicated, customer demand for the voice channel, although changing in nature, is still very significant, and it must coexist alongside the growing number of digital channels being introduced.

CXN Live: Cloud Based Contact Centres APAC

Attend this event to harness the unlimited power of cloud computing to revolutionize your contact center flexibility, operations and results in these uncertain times. 

Multichannel customer-engagement operations are here to stay. But are they enough? The next step in the evolution has already begun in the form of the omnichannel contact centre.

Download this whitepaper to understand how your brand can meet evolving customer demands with human-centric customer care informed by a 360 degree view of customers across all channels.

Download this whitepaper to learn about: 

  • Why the voice channel will remain constant in contact centres of the future to offer support for more complex customer inquiries and for those requiring a personal, compassionate interaction.

  • How the recent Covid-19 pandemic experience will provide a long-lasting boost to the implementation of cloud-based contact centres staffed by remote workers.

  • Multichannel contact centres and the step toward meeting a new set of customer requirements for more choices, flexibility, digital channels, and the move to mobile support access.

  • The digitization of customer-engagement solutions supported by AI capabilities capitalizes on the omnichannel scenario of customer engagement by splitting customer interactions into live agent conversations/support and self-help
    channel deflection where appropriate.

  • The agent desktop solution of the future and why it must merge voice, digital channels, marketing-platform information, and CRM data in real time into one centralized agent console or hub.

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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