Contact Center Omnichannel Strategy

Companies that execute a flawless omnichannel strategy are able to give customers what they want – consistent, personalized experiences. People don’t want to repeat themselves every time they talk to a representative, and they want fast resolutions to issues via their channel of choice.

According to the 2020 Customer Expectations Report by Gladly, 86 percent of consumers expect conversations with agents to move seamlessly between channels, and 84 percent say they’ll go out of their way and spend more money to have great experiences. The reality is, falling short in this area can lead to lost business and a poor reputation.

If your enterprise is struggling to deliver exceptional experiences, it could be time to switch to a contact center solution that enables a next-level strategy. 

Here are three ways that contact center software empowers users to deliver a true omnichannel experience.

1. Intelligent Routing to Streamline Calls

In a perfect world, the first agent a customer talks to is the one that will solve their problem. This doesn’t always happen when calls are routed to the next available agent.

The problem here is a caller may have to interact with multiple agents before finding one that can help. This isn’t only frustrating; it’s also time-consuming and creates an unnecessary drain on call center resources.

With intelligent routing, the software will automatically direct the call to the agent with the longest idle time and the strengths that will speak to the customer’s problem.

Here’s how it works: A customer reaches out via chat, social media, or the interactive voice response (IVR) menu. Based on the information gathered at the entry point, the software connects the caller to a live agent who’s skilled at addressing the customer’s particular needs.

2. CRM and Customer Service Software Integrations for Smoother Interactions

Delivering an omnichannel experience means more than connecting a handful of digital channels. It also involves bringing together customer data from your company’s software knowledge bases, so agents have everything they need to create a sense of cohesiveness for the customer.

From purchase history to location, the more an agent knows about the incoming caller, the better equipped they are to deliver a personalized experience. Without customer data that are already tracked and stored on other applications, agents are essentially left in the dark when it comes to understanding the background of the situation.

This is why using contact center software that integrates with your other business applications is important. With integrations, agents can:

• Record calls and store key data on other applications that would facilitate smoother interactions in the future.
• Quickly access customer account records to provide content for the call.
• Show the customer they’re known and valued.

3. Dynamic Notifications to Meet Customers Where They Are

A cornerstone of a sound omnichannel strategy is being able to connect with customers using their preferred channels. Whether an agent needs to send a transaction receipt or follow up with a courtesy message, it’s easier to engage contacts if they use the channel the customer is most comfortable with.

To make this happen, use a contact center solution that allows agents to connect in a variety of ways:

• Email
• Voice
• SMS

With the right software, it’s possible to improve the experience further. You can build customizable campaigns and create a library of notification templates. With live dashboard reporting, you can track results and optimize campaigns. From payment reminders to promotional offers, a dynamic notifications feature can take customer experience to the next level.

Enhancing Your Omnichannel Strategy Is Worth It

Even a moderate increase in customer experience translates to massive revenue potential. On average, better CX results in an increase of $823 million over three years for a company with $1 billion in annual revenues.

With a full-featured, connected contact center solution, you can go much further than a moderate improvement to CX. A robust solution will let you customize call flows, personalize interactions, and optimize the overall experience, at scale.

Ready to give your customers what they want and improve efficiencies for your call center? Learn more about how Intermedia’s leading Contact Center Software as a Service solution can empower your omnichannel strategy.

The Intermedia Team

Intermedia helps businesses of all sizes connect better – through voice, video conferencing, chat, contact center, business email and productivity, file sharing and backup, security, archiving, and more – from wherever, whenever. And, as a partner-first company, Intermedia goes to work for our channel partners to help them grow their revenue and maximize their success.