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News : The Demand for Omni-channel Contact Methods is Growing
Based on the analyst group Ovum’s survey, voice remains as the preferred choice of communication of consumers for the last three or four years. People still prefer picking up the phone and talking to a live person. Voice communication through the telephone has 100% penetration, according to contact center enterprise managers. It is still being relied upon because consumers like using it, have great access to it, and it’s what we’ve been used to.
However, the demand for alternative contact methods is growing – principally due to the rise in people’s mobility, regardless of age group or demographics. Email, social media, chat and SMS are some of the emerging alternative channels people now use to communicate.
Enterprises should recognize the emergence of these alternative channels and partner with a vendor that can develop a cost-effective channel mix that suits their clients’ needs. EGS’ omni-channel solution collects consumer information from both voice and non-voice interactions into one broad database to provide a comprehensive view of the customer’s profile. This data allows EGS to determine what consumers want from an omni-channel perspective, which ultimately contributes to positive customer interactions and brand loyalty.
Laura Collins, Editorial Management
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About Expert Global Solutions:
Expert Global Solutions (EGS) is a global customer service organization, delivering leading outsourced solutions, for customer and financial care. Serving the world’s leading companies, EGS helps decision-makers delight their customers and deepen brand engagement. With revenues of $1.2B, EGS has over 40,000 employees in more than 70 locations across 11 countries. EGS customer care support services, delivered through voice, text, chat and email, span the customer management experience. From answering product-related questions and technical support, to up-selling and cross-selling, to social care. For financial care, EGS supports critical financial management functions, such as accounts receivable management, revenue cycle management, and order to cash. EGS has deep vertical expertise, with a unique understanding of industry-specific needs, including healthcare, financial services, logistics, online retail, technology, telecommunications and utilities. An award winning company and equal opportunity employer, EGS is committed to delivering an exceptional customer experience, in every interaction.
Published: Wednesday, February 17, 2016