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News : TouchCommerce Launches TouchConnect for Contact Centers
Agoura Hills, Calif., April 30, 2014 -- TouchCommerce, a provider in custom online engagement solutions for brands, announces the commercial availability of TouchConnect™, a collaboration solution for contact centers aimed at improving the omni-channel customer experience.
TouchConnect 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 Next Call Prevention (NCP), increase customer loyalty and provide an enhanced customer experience for high-value callers.
"For many years, voice and online-focused agents in contact centers have been working in silos due to different skillset and customer needs," said Bernard Louvat, president and CEO of TouchCommerce. "Customers calling support centers today expect immediate resolution, which often requires innovative integration of the online and offline channels. TouchConnect enables contact center advisors to provide enhanced online engagement capabilities for an effortless omni-channel experience."
Posted by Veronica Silva Cusi, news correspondent
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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: Thursday, May 1, 2014