Customers can be sneaky.
First, they reach out via a voice call. Then they might follow-up via email. Next, they’re chasing in an SMS. And finally, WhatsApp or Facebook or Twitter is their preference.
It’s their choice, of course.
And, of course, choice is good.
However, for businesses, it means it is now super-important to be able to engage via every channel there is – and to do so from one centralized, all-in-one-place communications platform with the smarts to derive value from all the resultant data.
It is an omnichannel approach which requires seamless integration via clever APIs in order to replicate look, feel and functionality across the comms piece.
From the customers’ perspective, it means mobile-first engagement whenever and however they want.
For agents, it means no swivel-chairing, no multiple screens, and curated communications that are just beautifully joined-up.
Well, enterprises of all sizes can deliver on those aims.
And, what’s more, they definitely should.
For end user organizations and Value-Added Resellers alike, the opportunities are too great to pass up.
Pick the right provider partner, and the way is clear.
“Unified communication has already changed the way the world works but, brilliantly, it continues to iterate – responding to the omnichannel challenge is the next step on the journey,” says Greg Sullivan, Senior Manager of Contact Center Solutions at leading global vendor, Evolve IP, whose white-label, cloud-based telephony and collaboration platform has the power to do just that.
“Regardless of industry sector, location or seat size, user experience and customer experience are now mainstream concepts that are rightly front of mind for leaders of millions of organizations.
“It should be all about making things as easy as possible for the customer to engage; pre and post-sale. Today, that means ensuring they can do so via whatever channel they prefer which, in turn, means integrating all of those channels into a powerful Communications Platform as a Service (CPaaS) or Contact Centre as a Service (CCaaS) solution.
“Separation between those channels of communication makes for a resource-heavy, fragmented ecosystem with huge potential to frustrate customers and agents alike. In addition, that kind of fragmentation is a barrier to the smooth harvesting and interpretation of communication data that is so key to knowing your customer and supporting the design of more efficient workflows.”
The personalization play cannot be overblown.
It has long been known that consumers of all kinds are many times more likely to buy from brands they consider to be in tune with their own sensitivities.
That extends way past just product, to things such as engagement strategies, content, language and attitude.
Consumers also crave fast and frictionless resolution to any interaction and want to be connected to the right agent at the earliest moment whenever they need help.
Creative, bespoke engagement strategies – tailored to suit the multiple and very different channels that exist – provide a potent way for brands to really own the CX.
“Our CPaaS offering seamlessly brings all of an organization’s communications channels together onto a single, platform; making it easier to execute, manage, monitor and oversee an omnichannel strategy – we work with businesses to help them provide that to their customers” says Scott Rixon, Solutions Director at Evolve IP UK.
“Powered by cloud technology, it can competitively, economically and accessibly deliver services to businesses of all sizes, providing them with the agility they need to develop and integrate communications channels and features, without the need for dedicated tech and tailor-made apps.
“Consumers expect to be able to interact with organizations easily and in their favourite way. We are helping brands all over the world to do exactly that.”
To learn more about how Evolve IP can help your and your customers’ businesses maximize the benefits of an omnichannel strategy, visit Evolve IP.
