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Operationalise your customer data to provide personalised customer experiences across all channels while enriching your database.
Automation-based qualification means agents have an in-depth view of the customer’s profile and the history of their conversations with your brand. Natural language understanding (NLU) and semantic analysis provide context for reliable omnichannel services.
Guide your customers with an interaction flow designer and intelligent routing rules based on context, intent, skills and distribution criteria to optimise customer and agent experiences and achieve the best and most convenient resolution.
Turn your agents into brand ambassadors by using ergonomic tools (unified console, agent assist) and workforce optimisation solutions (workforce management, quality monitoring) so they are better prepared and more satisfied with their work.
Turn interactions into meaningful conversations that exceed expectations through unprecedented personalisation.
Deliver omnichannel services to your customers that cater to their preferences.
Increase your net promoter score (NPS), customer satisfaction (CSAT) and employee experience through omnichannel services that utilise agile and evolutive tools.
Strengthen your abilities to deal with this increasingly crucial customer service channel.
Send accurate responses to complex customer service queries and avoid potential overloads.
Provide timely and context-based support from your virtual or human customer service agents.
Improve communication with customers on emerging channels.
Respond to customers’ needs in real-time.
Cut wait times and communicate with all customers, on any phone.
Assist customers by seeing what they see, using co-browsing.
Industry: Express delivery
Markets: France
Industry: Retail
Markets: Benelux
Industry: Digital tourism
Markets: Europe
Industry: Automotive
Industry: Logistics
Industry: Insurance
Effective omnichannel services and strategies enable brands to connect with their customers anytime, anywhere and from any device for convenient, effective and smooth customer journeys.
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.
Personalised channel management strategies are crucial to meeting customer expectations. Since providing multiple channels is now an industry standard, a true differentiator is the effective integration of different cross-channel interactions into one smooth conversation. Customers expect the same seamless experience with brands that they enjoy in their private lives, and contact centre channel strategies must reflect that reality.
The COVID-19 pandemic has wreaked havoc on long-established business models and thrown into disarray organisations’ short and long-term plans. As a new reality has forced a radical shift in customer experience (CX), contact centre managers eager to stay competitive must adjust to changing customer needs and expectations, with personalisation topping the list.
With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalised customer experience?
