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Turning your contact centre from multichannel to omnichannel - Netcall - ContactCenterWorld.com Blog

Turning your contact centre from multichannel to omnichannel

Today customers expect to be able to contact companies using any channel and receive the same experience, every time.

The omnichannel world requires that you sharpen the focus on how well you deliver customer experience (CX). Instead of a primary emphasis on operations and the productivity of each department or team, CX allows you to remove silos.

Meeting changing demands is only achievable with a complete end-to-end customer view.

Omnichannel contact centres put customer experience at the heart of what they do with a 360o view of all interactions, so how to you change your siloed multichannel approach to omnichannel?

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

We explore 4 steps you can take to help you.

Step 1 - Find an executive sponsor: it will help you motivate every department.

An omnichannel contact centre removes silos and promotes fully integrated working. When you have an executive sponsor who can emphasise the importance and benefit of the project your preparation and execution is typically more successful.

Step 2 - Confirm your objectives: agree the business benefits and return on investment to the company.

Review your plans and confirm the ‘end in mind’ and what success looks like.Providing a clear picture of success enables teams to identify with the direction and each action or change can be evaluated against the goal. In other words, will this action contribute to success or is it a distraction?

Step 3 - Change readiness: take your team with you.

Support colleagues by engaging individuals from marketing, back office, field staff and the contact centre in the pending change. Help them to see that data from all channels, activities and processes now belong to the organisation and not to their department. Improving the experience for all your customers’ demands total integration and cross functional working. Use your executive sponsor to motivate why this change will enrich their work and improve their job satisfaction.

Step 4 - Map your customer journeys

Understanding what you want to achieve, then consider each relevant journey ensuring that every interaction is mapped. Before embarking on a mapping frenzy which can be an inefficient use of everyone’s time, consider Gartner’s advice …..’Define all touch points, workflows, bottlenecks and any delays, and consider if both the number of interactions and the requirements of each contact are fit for purpose’. Unnecessary or wasted steps are easily highlighted. Prioritise important steps and investigate smarter options or automations to reduce effort.

Why not take a look at our eGuide, “Universal queue; it’s more than just technology” or for more information on omnichannel visit netcall.com/omnichannel.

Source: http://www.netcall.com/blog/multichannel-to-omnichannel

Publish Date: July 11, 2016 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)
 



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