Contact centre multi-channel and enterprise integration

With the shift from voice to digital customer contact channels, your contact centre faces critical challenges. Optimised customer interaction through multiple customer touchpoints requires a robust multi-channel platform. This will ensure you continue to find and win new customers, as well as retain and grow your customer base.

The rapid rise in consumer and enterprise mobility adds to changing demands. With a host of new smartphones, tablets and voice over IP (VoIP) systems at their disposal, your customers can choose where, when and how they interact with your business. The impact of external social media platforms is also significant – these should also be fully incorporated into your multi-channel approach.

We have a track record of designing effective, flexible channel and enterprise integration solutions to meet the ever-changing needs of a multi-channel world. Through expert consultation, we help you define your multi-channel integration requirements and evaluate solutions. This creates clear and tangible business benefits that will align with your customer management strategy.

Our solutions and services cover the following areas:

• social media: channel strategy and development; integration with other contact channels
• self-service and automation: customer experience optimisation, solution design, implementation and continual improvement
• outbound contact: dialling strategy and technology
• branch and back office: integration and process optimisation
• multi-channel interaction: platform selection, configuration, deployment and on-going development

Through discussion and interactive learning, our Contact Centre Development Model helps you better understand your current stage of contact centre development according to certain operational and strategic criteria. We then assist you in envisioning your desired future state, and create a detailed roadmap to take you there.

As a strategic consulting engagement, our Self-Service Assessment is designed to ensure that the technology applied enhances the customer experience and delivers operational productivity benefits.

We also offer a Social Media Development Model to enable you to assess your current capability and plot a roadmap for development that meets your long-term customer engagement objectives.

Our range of contact centre solutions will help you optimise your contact centre's performance and capabilities to manage the complete customer experience and drive higher revenues.