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Omnichannel world a seamless approach to customer experience


The OmniChannel Contact Center is no more a dream for the companies who have opted for the InterDialog Unified Contact Center Suite. – PowerPoint PPT presentation

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Title: Omnichannel world a seamless approach to customer experience

A seamless approach to customer experience
Digital revolution has ushered a new era, which
has, shattered established norms and made the
world a strange place. The worlds largest taxi
company owns no cars the biggest media company
owns no content the most valuable retailer owns
no inventory and the most popular provider of
hotel rooms owns no real estate.
Omnichannel refers to generating constant
ubiquitous interaction capability between an
organization and its users. It enables the users
to interact via interface of their choice and
ensures organization remembers the current
transaction, so when the user continues via
another interface, system picks up where the
interaction left off thus seamlessly providing a
rich user experience across multiple channels.

Studies have shown that businesses that adopt the
Omni Channel strategies are achieving more than
90 customer retention rates compared to those
who dont.
The Catalyst
With the advent of mobile phone, consumers have
become more informed and more powerful. Consumers
are connected like never before and easily
canvass opinion on various digital platforms,
spreading the word about good or bad service in
an instant.
As per the Technology predictions, there will be
8.6 billion mobile connections by 2020 and 5.8
billion smartphones.
Younger generations are more likely to
communicate by SMS, Messenger and WhatsApp than
telephone. Even older demographic groups, once
they get the hang of the technology, convert
The greatest challenge for Omni Channel is the
integration of all channels with one another, and
with existing technology platform in companies.
Currently only around 5 of companies offer
integrated cross-channel experience, while 27
have no integration of channels at all, according
to CCIQs Next-Generation Customer Engagement
Most companies are struggling to identify the
huge disconnect between where companies need to
be and current capabilities. The challenges
primarily fall into three categories 1. The
ability to match the pace given the strategic
importance of digital transformation 2.
Identifying the best use of different channels in
relation to customer experience 3. Accounting for
existing technology infrastructure, legacy
systems, and business processes  
The steps outlined below, will assist any contact
center in their objective of offering genuine
Omni Channel experiences
Identify a best of breed solution to integrate
digital customer interactions
The need is to unify digital and mobile channels
with the existing contact center infrastructure,
ERP, CRM and Sales Channel to deliver Omni
Channel customer experience. An interactive
digital channel application uses APIs to
integrate with contact centers existing
telephony infrastructure, CRM and back office
layers. It will enable digital and mobile
interactions routed in the same way as phone
calls, enabling personalization and consistency
of service by agents.
Re-Structure to achieve 360 visibility
  • The key is to ensure seamless integration of
    multiple channels optimized to account for
    customer needs across different touchpoints which
    will lead to following benefits
  • Predict customer requirements to improve service
  • Differentiate customers according to value and
  • Enhance consumer experiences by enabling them to
    complete complex, multi-stage transactions
  • Deliver consistent service and proactive
    communication and thus live up to your brand
    values across all channels

The OmniChannel contact center is no more a dream
for the companies who have opted for the
InterDialog Unified Contact Center Suite. With
all the companies believing in Customers First ,
Teckinfo solutions is sharing its expertise with
the industry by understanding and full filling
the technical needs. In no time InterDialog UCCS
has rightly become the standard to which leading
companies aspire for their best use of resources
and seamlessly making customers happy. Visit our
website to know more about  Interdialog UCCS.
Contact US