multi-channel customer experienceContact center managers worldwide have been working towards realizing the multi-channel customer experience. Adding channels such as web chat, mobile, Twitter and Facebook are high on the agenda.

For many, the key driver for adding new channels is to offer “channel of choice” to their customers – with revenue and loyalty expected to increase as a result of delivering a better experience. However, the new kid on the block of the multi-channel customer experience could come from a different angle. It can be difficult to keep up as more and more consumers will use alternative devices to contact your company.

Enter Microsoft, who’s strategy has always been to “own the desktop.” One of their other strategies has been to “own the home.” Through the X-box, but also your mobile phone and perhaps even the TV itself.

This strategy opens up three interesting opportunities for customer service organizations using Skype and Lync from Microsoft:

1. Imagine you are playing a game but you run into a technical issue. With the click of a button on the console you can contact an agent, start a video conversation and get your issue resolved. Pretty cool!

2. When these capabilities are embedded into your customer’s TV or set top box, your company could broadcast a commercial and offer a “contact us now” option to increase the closure rates of your marketing campaign.

3. For your valuable customers or premium segment, you could offer to have your company as a “buddy” in your customers’ contact list so your customers can communicate with you based on employees’ presence.

Microsoft’s Skype is going to open up an exciting range of possibilities for contact centers and customer experience strategies. The next new channels are here. To learn more about Genesys SIP Server integration capabilities with Microsoft Lync click here.

Thanks for reading!

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Stefan Captijn

Stefan Captijn

Stefan is Senior Director Strategic Marketing at Genesys. Stefan joined Genesys in April 2000, lives in the Amsterdam area with his wife and two children. In his free time, Stefan enjoys building loudspeakers, cycling and running.