News : Convergys Advances Omnichannel Service with the Release of Customer Interaction Hub 2.0
Cincinnati, OH, USA, Dec 6, 2016 -- Cross-channel orchestration continues to be one of the most challenging aspects of customer service as 40% of customers use multiple channels in their quest for resolutions. Customers want to communicate with enterprises through the lowest-effort channel available and their interactions become non-linear and often cross multiple channels. The ability to manage this disjointed customer journey as one seamless and connected interaction is key to keeping customers engaged and enabling a low-effort, personalized customer experience.
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Customer Interaction Hub 2.0 uses data collected throughout the customer journey to understand customers’ context and intent and guide them to the resources that can best serve them, such as specialized agents or low cost self-service channels. It benefits enterprises and their customers by enhancing levels of personalization to break down technology barriers and allow interactions to be collected and presented in their proper context.
"There is a significant opportunity to improve the customer experience and reduce customer effort if context from previous interactions or customer intent is leveraged within the interactions. CX professionals need tools that allow them to leverage valuable data that can be gleaned from cross-channel interactions." said Kathy Juve, SVP Marketing and Product Strategy at Convergys. "Customer Interaction Hub 2.0 helps connect the dots and creates an actionable customer profile."
Posted by Veronica Silva Cusi, news correspondent
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Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients.
Published: Wednesday, December 7, 2016
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