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Omni-Channel Contact Centre

Provide a consistent customer experience with an Omni-channel contact centre solutions

The way we communicate has changed massively over the last 20 years. Consumers and business users increasingly make themselves heard through email, text, and web, mobile and now social media. Research shows that over 60% of customers change the contact channel being used within a single enquiry.  This results in most businesses struggling to offer a consistent experience across these channels.

mplsystems Omni-channel contact centre solution offers blending, queuing and routing for phone, email, chat, social and self-service channels. Alongside this priorities can be set based on channel type, agent skills, client SLAs and text analytics. Existing telephony and multi-media systems can be incorporated in the multi-media queue.

Watch this 3min video to see how CarShop transformed the customer experience with true multi-channel retail

Benefits of Omni-channel:

  • Enable contact centres to offer new channels within the same agent teams
  • Connect and engage customers across the journey: allow clients to switch between channels in a single interaction, without having to repeat data
  • Provide a consistent experience across channels and ensure SLAs are always met
  • Link channels within a workflow: follow up emails, call backs etc.
  • Remove complexity for agents by simplifying contact handling

Omni-Channel Vs. Multi-Channel 

Multi-channel refers to companies offering customers a choice of channels for customer service. Although adopting two or more channels, they are not necessarily focused on delivering a seamless/consistent message across multiple touch-points, as a result of procuring and managing several different systems to manage each individual channel.

Omni-channel communication refers to companies who also use multiple channels to engage with their customers but differentiate themselves by providing a consistent experience across all channels through integrating their technology in to one single system

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SUCCESS STORIES »

Global Blue execute 95% of their business processes in 1 single system
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Babcock International increase their success rate by 30-40%
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CarShop transform the customer experience with true multi-chennel retail
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Cofely improve performance SLAs by 28%
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WHITE PAPERS »

A Quick Guide to Omni-Channel Customer Service
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Key steps to a seamless retail customer experience
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5 Steps to Goinbg Multi-Channel
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A Best Practice Guide to: Self-Service & Automation
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LATEST NEWS »

Grouping Activities in the Contact Centre
21st September, 2017
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Are You Ready for the Connected Customer? Pt3
5th September, 2017
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Are You Ready for the Connected Customer? Pt2
31st August, 2017
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