Looking back at how contact centers have evolved over the years, there are a lot of similarities in terms of how voice and digital channels have evolved in general. The first generation of solutions typically involved a telephone switch with some basic group- or queue-based distribution functionality and, if you were lucky, some table-based reporting capabilities and recording facilities.
As the years progressed and customers started to adopt channels such as email, chat and social media, most contact center vendors have evolved to support multichannel customer engagement.
If you take a closer look, however, there are some fundamental differences in each vendor’s approach, and therefore, your current vendor may no longer be a strategic fit that is in line with your company’s customer experience aspirations.
Most contact center vendors have simply added new channel capabilities by acquiring ‘boutique’ vendors that specialized in a specific channel, but never really integrated them with anything. So, while from the outside it looks like you have all the capabilities your contact center needs, the reality is very different.
As the rise of digital channels continues, your operations team is tasked with delivering on your service level commitments across all these new channels. To complicate things further, you also need to deliver the right service quality, while offering your workforce resources variety in their workday and the ability to influence their own schedules. Not an easy task.
Cross-channel visibility is also adds complexity as customers today switch from one channel to the other and they expect you to be aware their needs, anticipate on their behavior and not lose context along the way.
Moving to Omnichannel Journey Management
A true omnichannel customer experience platform allows organizations to not only support multiple channels and carry forward customer context from one to another, but to also manage customer journeys across all touch points. A fully integrated platform offers all the capabilities needed to analyze and optimize your workforce across channels and journeys with a high degree of automation. The result is a better customer experience, an optimized workforce, and a reduction in the total cost of ownership.
Only when a single platform is in place that manages all customer interactions and work items through a single set of business and routing rules, can you truly orchestrate the customer experience across all channels and touchpoints, while optimizing the workforce at the same time.
If you’d like to learn more, join us for our upcoming webinar on April 8 titled, Not all CX Platforms are Created Equal. We’ll outline the key capabilities that a true CX platform should deliver and why. Register here today!