Changing customer expectations have inspired new omnichannel capabilities
The Deltapath Contact Center now has an omnichannel solution built to meet the changing customer demands.
Deltapath and Comm100 partnered in March of this year to make the omnichannel contact center a reality. The solution includes communication channels for enterprises to connect with customers, such as website live chat, email SMS, Twitter, Facebook, WhatsApp Business, WeChat, Line, Telegram, and Instagram.
David Liu, CEO at Deltapath, said: “Historically, Deltapath has been focused, not just on voice, but also on the video contact center. However, more interactions are happening outside of video and voice.”
“We want to keep up-to-date with the latest customer channel preferences, which often includes an asynchronous communication style.”
“For example, many users today generally do not want to deal with companies via phone, so we focused on bringing omnichannel into our contact center solution.”
Deltapath’s partnership with Comm100 enables customers to connect with the social apps they feel the most comfortable using. As many contact centers are not 24/7, the omnichannel contact center also provides voice bots, chatbots, task bots, and a knowledge base to assist customers at any time. These automation support tools help free time for contact center agents and help customers obtain assistance faster. Additionally, customers can use an IVR for those repetitive or easy tasks, allowing agents to focus on other tasks.
The contact center solution also includes enterprise instant messaging, telephony integration with Salesforce.com, APIs for seamless integration with the contact center, an agent console for a unified agent experience, and a digital dashboard with real-time metrics. There are also mobility tools for agents, multilingual support for customers, and the ability for businesses to scale up or down.
Since there are no geographic limitations to the Deltapath Omnichannel Contact Center, companies have a larger agent pool to hire from because of mobility solutions such as the Deltapath Mobile app and Deltapath Engage softphone. As a result, agents can work worldwide and offer customers a 24/7 point of contact.
Customers can bring their own carrier or PSTN. This means that businesses do not need to port their numbers to Deltapath. Instead, they can continue to use their existing numbers and keep their current phone contracts.
In terms of flexibility, the solution can be deployed for businesses with as few as five agents. In addition, customizable reporting on agents and customers is an option, and service providers can leverage the omnichannel contact center solution as another service to build their business.
Speaking about some of the features which set the omnichannel contact center apart, Liu said: “A lot of focus has been placed on artificial intelligence.”
“Part of this solution’s top tier offering is an NLP (natural language processing) based voice bot, with which you can talk freely. It will be able to respond and route you to the right person or even give you the information you are seeking itself.
“Another feature we added is the AI engine, which attempts to understand a customer’s question and then propose a related response to the agent, which ultimately helps agents find answers and be more productive.”
Liu points out that some contact centers have separate teams for dealing with chat and voice because the systems they are using are not well integrated. The Deltapath Omnichannel Contact Center is on a single centralized platform allowing agents to use multiple channels simultaneously. The contact center’s tight integration ensures a chat is not routed to an agent when the agent is on a call and vice-versa.
Entry-level pricing for the Deltapath Omnichannel Contact Center is $109 per agent per month. It provides enterprises with a complete range of communication channels, including social channels and messaging apps with voice and video.
Looking to the future, Liu said: “We are about to launch another module with is a proactive engagement feature set to enable an outbound contact center.
“Contact centers will be able to use predictive dialing, which reduces the time agents waste waiting to make contact on the phone. Multiple calls are sent simultaneously and only route to an agent when a connection is made.”
“This is the same strategy on the omnichannel side. As well as making voice calls to customers, agents can reach your customers through messaging apps and social channels.”
Deltapath will be exhibiting in the Customer Contact Week in Caesar Forums, Las Vegas, from June 20th – 24th. https://www.customercontactweekdigital.com/events-customercontactweek
If you are interested in discovering more about Deltapath’s omnichannel contact center, more information is available on the company’s website.