An Omni-channel contact center is a cloud-based customer service function which gives customer a choice to interact with the host via multiple channels. In other words, Omni channel contact center is a platform that offers assistance to your global customers to communicate with you, through multiple channels like phone, social media, email, text messaging, video, or live chat as per his/her preference & convenience.
Hiring services of cloud software service provider or Omni-channel contact center service is a highly recommended and sought-after option in modern business environment. The new tool offers an entrepreneur more flexibility and convenience compared to hosting one on a local server. Omni-channel software service is also equipped to meet an entrepreneur’s requirement of extra bandwidth instantly, saving a considerable amount that s/he may be required to spend on a complex and expensive update if they have their own IT infrastructure.
Customers in the course of processing a business transaction often don’t stick to a single communication path i.e. they are likely to switch between a mobile app, email and a phone call in the course of transacting a business. This is where hiring Omni channel contact center proves to be effective as the software offers a good customer experience as it offers liberty to seamlessly switch back and forth across channels. Cloud based services also facilitate customer’s details of the transaction history at every touchpoint, which customer as well sales representative at the other end finds extremely convenient.
Omni Channel Contact Center elevates a customer’s experience of doing business with you at every step. Suppose a customer decides to initiate a live chat to sort out a confusion in the order placed and in the meantime the representative from the other end is proactive and calls the customer and helps to sort the confusion out; or sends the transcript of entire chat after solving the problem on email or mobile… these things add to the positive experiences for customers, helping the business to grow.
While choosing cloud software service providers or choosing Omni Channel Contact Center, businesses need to ensure that they have the right technology that can seamlessly handle routing of contacts from multiple channels. Their workforce management system should be adept at forecasting volume for the different channels and assign jobs to multi-skilled agents based on the volume. At the same time a reliable cloud software service provider who hosts and maintains cloud based technology should provide customer service team with history of customer data that can help them to offer better level of service. With a good cloud based contact center software system in place a company can smoothly and holistically run its contact (or call) center operations.
Hence while choosing cloud-based software service providers or Omni-Channel Contact Centers to serve your global audience, make sure their routing and interaction technology is flawless, workforce optimisation system is in place, analytics offer relevant insight, and data that is easy to understand and decipher. Working with a technology driven, intelligent service providers has the potential to take your business a long way.