Contact Centre Solutions
Customers – particularly mobile customers – may traverse multiple channels of engagement when seeking an answer to their question, including self-service and agent-assisted options. Our interaction management solutions make it easy to deliver a consistent customer experience on voice, mobile, web and social channels. Our solution breaks down the silos that transform your “multi-channel” customer service into a truly “omni-channel” offering that allows customers to seamlessly continue receiving assistance when they cross channels, including providing context to your live agents. This creates cost efficiencies, reduced customer frustration and better issue resolution when customers can quickly resolve basic issues via the self-service channel of their choice, freeing up your agents to dedicate their efforts to resolving more complex customer queries.
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