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Customer Experience Management – how important is Omni-channel? - IPscape - ContactCenterWorld.com Blog

Customer Experience Management – how important is Omni-channel?

With each new technical innovation, customers are evolving their communication preferences. With email, Web Chat, SMS, and social media as the normal medium, the traditional voice channels can sometimes be less in demand.

Traditional contact centres need to adapt to meet the needs of the ever-changing environment by expanding their available options to embrace omni-channel communications that genuinely manage their customers experience end-to-end.

Omni-channel means more than just cobbling together different modules. Just offering voice and web chat (through a separate widget) and email (through your email client), does not enable a real customer omni-channel experience.


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Omni-channel is about having all communication channels and CRM databases working as one integrated central system, which delivers a single view of the customer across all media. No communication gaps, no silos: having the full picture of a customer in one place is the only way to ensure that your customer experiences are optimal. Then when you add powerful business analytics to the mix, you have the tools to gain insights that will help you optimise your customer experience by making better decisions, faster and more accurately.

At ipSCAPE, we offer true Omni-channel contact centre solutions and it’s in the Cloud! Meaning, you get the benefit of a powerful customer experience management platform with all the benefits that go with a cloud solution: rapid deployment, a lower total cost of ownership, built in redundancy and data security. ipSCAPE also offer concurrent user agent licensing meaning you “Pay as you Go” and only pay for what you use.

One of the key benefits of a Cloud based omni-channel solution is the ability to test new digital channels rapidly with minimal risk and no extra cost. Contact Centres using ipSCAPE’s solution pay a single competitive price for all voice and digital channels. They also have direct control of the software – which means they can test and activate new digital channels in days. There’s no reliance on IT or 3rd Parties.

So while customer experience management is a term now commonly used, organisations need to evolve rapidly and deliver a true digital Omni-channel customer experience. Technologies such a ipSCAPE’s provide an opportunity for all Contact Centres to take their first steps into digital quickly and cost effectively.

Source: https://www.ipscape.com.au/customer-experience-management/customer-experience-management-important-omnichannel/

Publish Date: March 30, 2016 5:00 AM


2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



View more from IPscape

Recent Blog Posts:
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Customer Experience Management – how important is Omni-channel?March 30, 2016 5:00 AM

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