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Solutions and services to reduce the complexity of these customer interactions



What you should look for in an omnichannel solution?

Continuity3 cs 3

Continuity of the interaction as customers channel hop

Consistency3 cs 3

Consistency of information regardless of the channel they’re on

Contextual3 cs 3

Context is maintained throughout the customer journey.



You Should Also Expect...

  • Easy adoption and integration – Look for solutions that are quick to implement and enhance your existing channels, instead of a complete Rip and Replace solution.
  • Single design environment – Look for solutions that offer a single design environment for creating interactions that run on all channels, otherwise you will end up with a fragmented experience.
  • Breadth of solution – A true omnichannel solution goes beyond your self service channels and requires efficient handling of voice calls, so look for a provider with a bread of solutions to provide efficiency at the agent desktop.

 



Lower your cost to serve by seamlessly blending digital and contact center interactions


Important to Know...

71%

Percentage of consumers who say that valuing their time is the most important thing a company can do to provide good service. 
(Source: Forrester Research)

2020

The year Customer Experience will overtake price and product as the key brand differentiator 
Customers 2020 report

$1B

The revenue impact from a 10% point improvement in a company’s Customer Experience score
The Business Impact of Customer Experience

58%

Companies that say they are not developing a strategy for integrated Customer Experience; only 8% currently provide an integrated CX
Econsultancy Integrated CX report 2013