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How Omnichannel Contact Center Software Enhances Customer Experience?

By Martech Outlook | Monday, June 03, 2019

FREMONT, CA: The cut-throat competition in the market is forcing business and organizations to shift their focus from maximizing profits to enhancing the customer experience. Satisfying customer experience leads to loyalty, referrals, and increased sales. To maintain a competitive edge in the market, every business needs to possess the omnichannel contact center software to deliver superior customer experience. 

The contact center software is designed to meet the needs of a call center. However, businesses can also leverage its features to enhance customer interaction. The software has several capabilities that can be seamlessly incorporated into the routine operations of the company.

The omnichannel contact center software facilitates customer interaction through voice, voicemail, fax, SMS, chat, video, email, and social media with a centralized user interface which enables seamless switching between different channels. Business can utilize this strategy to incorporate market and sales with customer service to enhance the customer experience.

The software can also prove useful when dealing with vendors and suppliers. Business officials at various levels of the organization need to interact with the suppliers to facilitate prompt operations. The utilization of the omnichannel contact center software can prove a useful tool in facilitating quick and seamless interaction.

Besides, it will eliminate the dependency on call centers to launch and manage marketing campaigns and surveys. Business can hire as little as two employees to manage emails and social media posts via predictive dialer, auto-dialer, and omnichannel feature. They can also handle customer responses and redirect them into the CRM for sales follow up.

The omnichannel can assist in routing the incoming call of a prospective lead to a skilled talker for immediate conversation. The creative cloud (CC) feature monitors the leads on social media to anticipate the outcomes. The WebRTC feature also allows video chat engagement and document sharing. The immediate solutions will guarantee customer satisfaction as well as customer retention.

The contact center software is also incorporated with interactive voice response (IVR), which offers self-service to callers. It enables employees to tackle more productive tasks. It can also be used to launch customer surveys and gather relevant data, which can be leveraged to fine-tune marketing strategies and enhance products

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