Tips for Deploying a Social and Multichannel Cloud Contact Center

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It’s not enough to just be where the customers are. Companies need to manage the experience through every touchpoint, be it over the phone, via SMS, chat, mobile, email, etc. With so many interaction points, it is easy for an experience to become mismanaged. A cloud contact center delivery model means that you have the flexibility to integrate your voice and non-voice channels into a seamless customer conversation that includes context, history and all customer data. The best brands do this well.

There is a fundamental shift underway in how consumers interact with businesses. According to research from Ovum on consumer preferences for customer service, the use of email, Web chat, Web self-service, social media, mobile and SMS for customer service has more than doubled in the past two years. At the same time, consumers still rely upon picking up the telephone to call an agent to resolve the same issue. 

Companies need to meet the needs of cross-channel customers that often seek resolution online, and then jump to traditional channels when their initial needs are not met. Cloud-based contact center solutions are giving companies of all sizes a tremendous amount of flexibility to engage customers across voice, Web, social and mobile channels. Here are five tips, identified by Genesys, for deploying a social and multichannel cloud contact center.

 

Related Topics : Vulnerabilities and Patches, Resellers, Broadcom, Broadband Services, Supercomputing

 
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