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