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News : TouchCommerce Launches Collaboration Solution for Contact Centers
TouchCommerce, a provider of custom online engagement solutions, announces the commercial availability of TouchConnect™, a collaboration solution for contact centers aimed at improving the omni-channel customer experience. TouchConnect seamlessly leads customers off the traditional call channels via online engagement and guides callers to self-service. This approach allows brands with call center operations to improve NCP, increase customer loyalty and provide an enhanced customer experience for high-value callers.
"TouchConnect enables contact center advisors to provide enhanced online engagement capabilities for an effortless omni-channel experience," said Bernard Louvat, president and CEO of TouchCommerce.
"Customers want to use a breadth of communication channels - self-service, voice, digital and social channels - to interact with a company. Across all demographics, voice is still the primary channel used, but is quickly followed by self-service channels, chat, and email," writes Kate Leggett, principal analyst at Forrester Research, in her recent report, Navigate The Future Of Customer Service In 2014. The report also states that "empowered customers are demanding superior customer experiences to garner their long-term loyalty. Better customer experiences can be correlated to increased revenue – a win-win for businesses and customers."
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Founded in 1999, TouchCommerce delivers results for market-leading brands with innovative online engagement solutions that enhance customer experience, increase revenue and reduce support costs while using real-time customer data analytics.
Published: Friday, May 2, 2014