Leverage all communication channels from a unified cloud-based platform
Multi-channel brings the challenge of several communications channels that may not be connected to one another. The lack of linked-up customer data means customers can get passed between multiple different advisors before their call is resolved.
By integrating your contact centre seamlessly with the rest of the business, the contact centre can unify all communications into one system that’s easy to manage, which improves the experience for the customer and advisors by speeding up call resolution.
There should be one view of each individual customer, no matter which channel they have chosen to contact you. Ideally, this view should be available to the agent in one solution so that when a customer calls, the agent has a clear history of their interactions and can quickly help solve their query.
This solution should queue interactions together, along with other workflow, regardless of channel so that all inbound customer contacts are answered according to the SLAs you set.
With our Difference/8×8 solution you really can have it all: world-class business phone services, collaboration and virtual meetings along with enterprise ready contact centre solutions in one secure Unified Communications Suite.