With the digital transformation and the appearance of new communication channels, the contact center has ceased to be a watertight department. Becoming the heart of all omnichannel communications within the customer journey.
However, many companies still use outdated solutions. That fail to connect an omnichannel customer’s journey and do not consider their experience. By not knowing your customers, you cannot offered customized answers tailored to their behaviors. Decreasing satisfaction, the possibilities of engagement as well as up-selling and cross-selling.
Innovative tools as a growth engine
It is necessary to consider the contact center as a growth engine and stop focusing only on quantitative indicators. To measure the quality of the service and other qualitative indicators. That become the value of the company, aligning processes with business strategy to cover all corporate areas.
In order to offer a unique service and meet customer expectations, companies have to implement innovative contact center software. That best suits their needs. Turning technology into an engine for business growth, rather than a cost.
An All-in-One Solution for Customer Journey Transformation
Presence Suite All-in-One is an Omni Channel solution. That covers the most demanding management, automation and quality needs with a set of 100% integrated modules. Its orientation towards simplifying the work of agents and contact center managers, minimizes the involvement of IT departments. Reducing setup times and the adaptation to business rules by up to 70%.
On the other hand, its simple visual environment simplifies both the handling of interactions and data capture. Facilitating first contact resolution (FCR) and reducing the average time per interaction (TMO) by 15%. This contributes directly to the improvement of both agents (around 7%) and service productivity.
Needs-focused technology
To improve the customer experience it is necessary to rely on technology focused on their needs. Apart from increasing the ROI of operations, we can guarantee satisfaction and loyalty with innovative solutions that inspire confidence. Furthermore, they allow the contact center to be transformed. In order to take advantage of each interaction and boost corporate growth.
We invite you to visit our website and download our free resources to improve the efficiency and quality of your services with best practices and other value-added content.
