Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

What's a Multimodal Customer Experience? - Jacada - ContactCenterWorld.com Blog

What's a Multimodal Customer Experience?

How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many. Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated voice recognition system? And why is it that your customers are being misunderstood?

Attend a customer experience industry event these days and you’ll most likely hear the terms “multi-modal” or “multimodal” or “multimodality” used to describe a method of communicating with customers. Even earlier today in our own offices I heard “multimodal” used to describe an approach to a customer challenge. As I listened to the challenge and the solution, there was plenty of discussion with words like omnichannel, multichannel and multimodal. What is the difference? Have no fear! Here is your guide to all things multimodal.

Multimodal – several modes, together in one experience

Let’s use an example. I was recently pulled over for a traffic violation and produced an expired insurance verification card. The officer asked if I had a copy on my phone and I was able to download my insurance company's app, login and use the mobile app to produce a valid insurance verification card. I walked away with just a warning, and now I always have my auto insurance provider’s mobile app available on my phone. Multimodal? Not so much. Next, say that the police encounter was after a small car accident. I use the mobile app to produce my insurance verification card but then notice the “Start a Claim” button within the app. I choose the option and within seconds, I’m uploading a photo from the accident and completing the claim while simultaneously speaking to a claim agent that’s using my location to secure a rental car in the vicinity. Multimodal? Yes, this is a true multimodal experience, using two (or more) channels simultaneously in a single interaction.

But multimodal experiences aren’t as commonplace as you’d think and it would be much more common to be shifted from channel to channel. Perhaps a reason why a McKinsey survey said that 20% more customers would prefer to use digital channels than do today. To help close this gap, organizations that deliver a multimodal experience quickly benefit from improved channel adoption (with existing channels) leading to a more magical customer experience.

What makes a GREAT multimodal experience?

  • Visual and voice experiences working together in harmony – Speech is a popular channel for self-service, but to avoid cognitive overload, use speech, and visual experiences together to follow through with a multimodal experience. Disparate systems from a variety of vendors (IVR, phone, mobile apps, chatbots) often make it virtually impossible to move beyond a single-channel experience. Just because you have many channels connected together doesn't mean that it's multimodal. Multimodal means that several channels are working together to support a single interaction.
  • Experiences that close the customer preference vs. customer usage gap – Despite investments in a website and/or mobile app, a significant portion of your customers – 70% according to our research – are still utilizing the phone channel for assistance. With a multimodal experience, a customer can enter the interaction through the phone (or their preferred channel) and then expand the interaction to other channels rather than being constrained within their initial channel mode. Around 60% of customers will first attempt self-service and generally, only half are able to self-service successfully. It is time to move away from “did you know more information is available online” in your IVR hold music and lead customers to an experience that promotes their preferences. Evaluate the customer’s journey, walk in their shoes and combine modes to fit the interaction to increase their adoption of self-service.
  • One-and-Done to Reduce Customer effort – Just like humans learn differently (think auditory and visual learning), customers also have preferences and expectations for self-service. Similar to learning calculus through an audiobook, customer effort is increased if an organization forces a resource into a specific way of doing things. Harvard Business Review said it best: “First, delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does.” Just like my car insurance example, multimodal experiences help customers get through a difficult process by escorting the customer through a single experience by leveraging concurrent channels.

Are the disparate systems and channels you have today not serving your customers as seamlessly as you'd like? If so, don’t feel alone.

Discover why "multimodal" might be your favorite new word!

Oh, and you should also watch our webinar "Self-Service 2.0: Turbocharge your Stalling Digital Strategy" where we dig into this discrepancy between channel adoption and channel preference and discuss best practices to help you close the gap and increase adoption rates of your digital assets.

Source: http://www.jacada.com/blog/what-s-a-multimodal-customer-experience

Publish Date: October 15, 2019 5:00 AM


2020 Buyers Guide Computer Telephony Integration

 
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.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 



View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019 5:00 AM
What's a Multimodal Customer Experience?October 15, 2019 5:00 AM
Why Isn't Natural Language Understanding...Natural?August 29, 2019 5:00 AM
Interactive Video: The Rise of RPA Bots in Customer ServiceAugust 28, 2019 5:00 AM
Your Front is different than your BackJune 6, 2019 5:00 AM
Obstacles Contact Center Agents Come Across During InteractionsMay 23, 2019 5:00 AM
Smart Solutions Resolve Call Center Operational IssuesMay 21, 2019 5:00 AM
Companies Push for Digital to Enhance Customer JourneyMay 16, 2019 5:00 AM
Companies Use AI to Enhance Customer Service ExperienceMay 14, 2019 5:00 AM
Has Intelligent Assistance entered the trough of disillusionmentApril 11, 2018 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 11599 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =