Connect across all channels, from one dashboard
Omnichannel contact center technology offers a unified interface for engaging each customer on their preferred channel, whether that's voice, chat, social, text or email. It's a win-win for customer satisfaction and agent productivity.
Say someone initiates contact via your website. If they choose to begin web chat, the Omni Channel platform will automatically assess their needs and route them to an agent with the right information to respond to their inquiry; the Telesystem Omni Channel solution also includes similar routing for SMS and Twitter interactions. Alternatively, they can request a web callback at a specific time, which reduces the long wait times that are a prime contributor to dissatisfaction while also giving you time to ensure the right agent is available.
For voice, every call is accompanied by a pop-up window that presents the agent with real-time info on the caller, including any history they have in reaching out to your organization. That provides a major advantage considering that almost 90 percent of consumers report being frustrated by having to repeat basic info to agents. Similarly, email handling uses keywords to accurately identify and categorize customer requests, while also giving agents context around ongoing email conversations so that nothing slips through the cracks.
Agents get to manage all of this information from a single pane of glass. Instead of having to dedicate so much desk space to a complex multi-monitor setup that drain their productivity, they can take advantage of transparent and collapsible windows within the unified Omni Channel interface; just one click is all that’s needed to bring a window to the front. With less context switching between monitors, agents benefit from higher productivity and enjoy more streamlined communications.