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Reevaluating your omnichannel customer experience (CX): What matters most - Servion - ContactCenterWorld.com Blog

Reevaluating your omnichannel customer experience (CX): What matters most

The concept of omnichannel customer experience – in which companies aim to provide a set of seamlessly integrated channels that cater to customers’ preferences and deliver the most efficient resolution – has been around for over a decade, yet many brands fail to deliver an effective omnichannel experience for their customers. Now in the wake of a global pandemic, excelling with omnichannel is non-negotiable. A 2020 McKinsey report shows that more than half of customers engage with three to five channels during each journey they take toward making a purchase or resolving a request. In hospitality, the average customer looking to book a reservation online switches nearly six times between web and mobile channels.

Economies may be reopening, but many customers have grown accustomed to the ease and convenience of digital service channels having no choice but to adopt them during the pandemic. Omnichannel will continue to permeate organizations as customers weigh their options moving forward. Some will continue the habits they picked up during COVID, using multiple different channels for brand engagement, while others with underlying conditions will have no choice out of an abundance of caution.   


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To connect with customers and win loyalty, businesses should reevaluate and enhance their omnichannel approach. Here are two things to keep in mind:

Understand your customers’ propensity to use multiple channels. Companies need to use data to understand which customers are most likely to engage in cross-channel service journeys – now more than ever given the changes brought about by COVID-19 – and what those journeys look like. Research shows, for example, that 47% of U.S. Gen Z customers research items on their mobile devices while shopping at brick-and-mortar locations. Older generations accustomed to simply picking up the phone have had no choice but to adapt to new digital service models, including several new steps in the customer experience. Grocery shopping is a perfect example: by the summer of 2020, 68% of customers were ordering groceries online for home delivery with many of these people being part of older, more vulnerable populations. Today, customers can choose from tens of channels for connecting to a services or sales organization, hence meeting the customer where they are is crucial. It’s not just voice, chat or email anymore; it is mobile messaging too, and this proliferation has no end in sight. Research shows that there are 1.3 billion FB Messenger users globally, and more than 20 billion messages are exchanged between businesses and users monthly on the platform. The capability to keep adding channels for your customers will remain front and center.

Identify the two or three most important cross-channel customer journeys for your business, then build from there. According to McKinsey, an omnichannel approach that focuses on top interaction models – versus offering the widest range of interaction options – can accelerate resolution times, create those “moments of delight” that keep customers coming back, and increase employees’ satisfaction and success rates. Some of the top cross-channel customer journeys today include online chat (live or AI) to phone, mobile app to phone, and SMS (text) to web. Another big trend we’re seeing is the de-escalation of a phone call to a mobile or digital alternative for self-service, otherwise known as digital redirection. In this way, companies can detect when a customer is calling from their mobile device and offer them the option to instead be redirected to a mobile or digital self-service experience versus waiting for a live agent. The self-service experience can be escalated back to a live agent at any time, with the agent receiving context on the self-service experience along with all other important customer data.

Customer journeys are nonlinear and unpredictable, now more than ever with the impacts of COVID-19. As an end-to-end technology specialist, Servion can help you focus on what matters most for providing an efficient omnichannel experience: consistent, uninterrupted, and seamless across the channels of your choice. Learn more here.

Publish Date: November 30, 2021 4:25 AM


2021 Buyers Guide Speech Technology

 
1.) 
Premium Listing
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.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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