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A global company wants to deploy Salesforce computer telephony integration (CTI) and is looking for a Contact Centre as a Service (CCaaS) solution that natively integrates with its CRM. The objective? To improve and personalise their customer relationship management by giving agents a single, user-friendly solution to manage all channels. This will allow them to be more efficient and achieve better results while providing customers with seamless omnichannel experiences over all voice and digital channels. The native integration of the CCaaS solution into Salesforce will also enable intelligent routing that connects customers to the right agent, with the right skills, at the right time.
The company wants to:
Cover all voice channels with computer telephony integration (CTI).
Connect customers to the agent ideally suited to help them.
Raise agent performance by giving them coherent agent experiences (AX).
Ensure quality control with greater visibility and the latest data.
Provide the team with a wide variety of functionalities.
*Based on proprietary Odigo data
Utility providers are accelerating their digital transformations. They are already collecting data through their customer relationship management (CRM) and enterprise resource planning (ERP) software or other tools, before analysing and operationalising it to provide more targeted, proactive customer experience. By providing agents with precise information that enables them to perform tasks, widgets achieve more personalised, effective customer service.
With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalised customer experience? One way is to harness the transformative power of automation. By handling more and more use cases, an omnichannel bot can drive customer service efficiency, reduce costs and enable banking advisors to focus on high-value interactions.
Routing customers to the right agent at the right time drives customer loyalty, engages agents and turns contact centres into value centres.