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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.

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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


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
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.

3.) 
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.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
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.

6.) 
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.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



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
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