As companies have made the transition to a multi-channel contact centre, many have arrived there by adding more systems and channel solutions above an already fragmented and siloed infrastructure.
This commonly results in context lost between channels, frustrated agents, high operational costs and dissatisfied customers.
This is where most ‘poor’ to ‘OK’ customer experiences are created.
The simplest and most cost-effective route to ‘good’ and ‘excellent’ customer experiences leverages a single platform as the foundation.
Rather than working to custom-integrate multiple vendor and channel solutions, leverage a unified customer experience platform that delivers customer journey orchestration and optimisation across all channels out of the box.
As a final option, consider leveraging a cloud deployment to deliver great customer experiences ‘as a service’. Companies large and small are increasingly taking the cloud route to speed time to market, increase agility and future proof customer experience operations.
After all, good customer experiences are clearly good for business.
Source: Genesys | www.genesys.com/uk