#contactcenterworld, @omilialtd, @route101ltd
Bristol, England, Dec 16, 2020 --Route 101, a cloud systems integrator of customer service technology platforms and tools in the U.K., and Omilia, a global provider of Conversational AI solutions, announced an exciting new partnership. The partnership brings together Contact-Centre-as-a-Service (CCaaS) and Customer Service Automation platforms to improve Customer Experience across voice and digital channels. Now, customer service organisations can combine Route 101’s omnichannel interaction routing, workforce optimisation, and analytics, with Omilia’s Conversational AI Self-Service solutions to provide customer experiences and better business results.
"Route 101’s mission is driven by disruptive opportunities that have the power to move the needle in the customer service sector – helping businesses to reduce costs, boost revenue, and manage growth. In Omilia we found a partner who has both the experience and the most innovative technology the industry can offer. At a time when customer self-serve option is preferred and also a fraction of the cost of the alternative, the case for choosing automated self-serve solution is rock solid. For us, this partnership with Omilia is game-changing," said Russell Attwood, Route 101 Founder.
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"This partnership reflects our desire to work with companies that share our vision for delivering experiences that matter. We are always looking for ways to make the customer service experience faster and smarter, and with Route 101, we have a unique opportunity to revolutionise how businesses in the U.K. interact with their customers. Bringing Route 101’s capabilities together with our Conversational AI solution will advance the contact centre industry and improve customer interactions for generations to come," said Dimitris Vassos, CEO at Omilia.
Confidence in providing good customer service is at an all-time low, exacerbated by high call volumes during the COVID-19 pandemic. Harris Interactive, a market research firm in the U.K., recently found that 89% of consumers have switched to doing business with a competitor following a poor customer experience. McKinsey & Company finds that migrating customers to digital channels can successfully boost savings and satisfaction, and 84% of customers say they prefer a company that gets them easy answers via self-service as opposed to on the phone according to a 2020 NICE inContact CX Transformation Benchmark Study.
Posted by Veronica Silva Cusi, news correspondent
Omilia is an NLU Omni-channel Conversational Self-Service solution provider.
About Route 101:
Omnichannel customer engagement solutions for frictionless customer and agent experiences. Flexible, scalable contact centre, customer engagement and unified communications software in the cloud. Route 101 help organisations to scale with growth, boost customer satisfaction, reduce cost to serve, and drive revenue. Combining communications and contact centre solutions, we provide the tools to help you deliver excellent customer experiences and empower your workers. Unlock the true potential of your contact centre, social media, and web channels to deliver next generation CX. We can help with: Conversational AI & Automation | Co-browsing & Screen-Sharing | Self-Service | Inbound & Outbound Contact | PCI Compliant Payments | WFM | Performance Management | Call Recording | Quality Management | Analytics | Unified Communications & Collaboration | Enterprise Telephony | CRM Integrations | and more.
Published: Thursday, December 17, 2020
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