Companies are finally getting on board with “multichannel” and investing in contact centre software that is able to unify their fragmented communication channels.
There are now a number of solutions available that simplify the management of your multichannel operation. They are designed to capture disparate inbound enquiries and send them, in a unified queue, to your agents.
However, where some of these systems struggle is with outbound capabilities. Many don’t support outbound communication at all, which obviously creates another frustrating interaction silo where valuable customer data can fall between the cracks.
The ideal situation is for your multichannel contact centre to provide inbound/outbound functionality – where outbound campaigns and subsequent inbound enquiries correlate for a substantial impact on the consistent experience. This ensures you can monitor the impact of your marketing campaigns and make any necessary changes in response to live results.
Our multichannel contact centre software, Contact, offers this fused inbound/outbound functionality giving you a 360-degree view of your channels and customers. We also support centralised (and PCI Compliant) billing so customers can easily transact between channels.
Everything can be launched and managed via one browser based interface for a comprehensive and holistic view of your customer.