Top Benefits of Multichannel Contact Centre Solutions
Flexible Customer Experience
Empower customers to interact with your contact center in the medium of their choice—voice, email, SMS, fax, social media, web chat, or multimedia self-service. Give your customers the flexibility to choose the medium that makes the most sense for them so they can make more intelligent, informed decisions and enjoy a superior experience.
Seamless Agent Experience
Give agents a single interface to handle interactions across all channels, with all the relevant customer information and necessary tools directly at their fingertips to ensure accurate and efficient responses.
Management Insight and Resource Planning
Get a real-time view of all customer activity from a variety of monitors and dashboards, drill down further into performance with historical charts and reports for multimedia customer activity, and replay historical multi-channel experiences in simulated real time. Forecast your resource requirements to build intelligent work schedules that can meet demand.
Simplified IT Management
Simplify operations with a single point of configuration and administration for all forms of customer engagement. Quickly and easily create highly flexible, integrated routing workflows for all media, including auto-responses for multichannel self-service capabilities, using a familiar drag-and-drop interface.
Fast Facts About Multichannel Customer Engagement
Relationships Are Going Digital
By 2020, customers will manage 85% of their relationship with a business in the digital space without interacting with a human, according to Gartner.
Beyond the Call
According to Synthetix, 90% of consumers will always check a website before emailing or calling a company—and 63% said they were more likely to return to a website that offers live chat (Forrester).
It’s a Multichannel World
25% of consumers utilize one to two channels when seeking customer care and 52% of consumers utilize three or four channels (Ovum).
Commit to Customers – They’ll Commit to You
79% of customers will commit to a deeper product or service relationship with a brand after a satisfying experience. The time to improve your digital customer experience is now
Source: Mitel 2015 www.mitel.com/solutions/multichannel-contact-center