Omni-channel Contact Centers

Omni-channel contact centers involve the exchange of information between agents and customers to seamlessly connect customers with businesses. Businesses looking to optimize their customer experience use omni-channel solutions to bring client interactions into a central hub.

Having an omni-channel solution means your contact center agents can switch easily between methods of communication to connect with clients.

Here are some of the main benefits of these types of contact center solutions and reasons your business should consider an omni-channel contact center:

• Texting is a convenient and more cost-effective way of handling customer requests. Many customers would rather send customer service a text message than deal with the possibility of waiting on the phone for a representative. Using text messages can build a proactive customer service culture that quickly handles and resolves requests, saving time and money for both the customer and the agent.
• Self-service simplifies the customer experience. If customers can get their questions answered without taking up your agents' time and resources, your contact center can experience drastic improvements in efficiency and effectiveness.
• Omni-channel customer service options are beneficial for both the agent and customer. When you stay informed on current trends, you become flexible enough as a business to make changes for the benefit of your customers as well as your agents. What device will a customer use when they need to contact your customer service team? Will they use chat, text, social media? With omni-channel solutions, businesses can adapt quickly and pick the tools that are most relevant to their customers.
• Consumers want to engage with your business on their preferred channel, whether that's email, chat, video, social media, etc. Consumers want the ability to engage with your business on their preferred channel whether that's email, chat, video, social media, etc. Businesses differentiate themselves when they recognize the needs of today's consumers and offer integrated approaches throughout the entire customer experience.

To learn more about omni-channel contact center providers, please email the Converged team (sales@convergedsystems.com) or give us a call at (877) 598-3999.