Even during this ongoing era of rapid change and uncertainty affecting all businesses, the foundation of a successful contact center remains constant: Exceptional customer experiences (CX). Driving positive experiences is so important that by the end of 2022, global CX technology spend is expected to reach $641 billion, achieving CAGR of 8.2% from 2018.
The shift to digital CX isn’t only being driven by companies looking to improve experiences, but also by how business is being done in general. Online shopping and communications have accelerated over the past few years, as the world was forced to take a digital approach for everything from mobile banking, to curbside pickup amongst retailers, to telehealth services within healthcare. To build greater brand loyalty and improve satisfaction in this very digital environment, organizations are increasingly relying on omnichannel cloud contact center services.
An omnichannel contact center is a CX function that connects all of a company’s touchpoints and sustains the context of each customer interaction across multiple digital channels. Typically, a good omnichannel contact center offers:
Omnichannel contact center doesn’t just help customers; it makes life much easier for employees and an organization as a whole. In addition to increased customer retention rates, faster resolution times and remote workforce optimization, here are some of its biggest benefits:
While implementing omnichannel contact center platform capabilities takes a thoughtful approach, it’s guaranteed to be worth the effort. When done right, an omnichannel contact center elevates the CX, as well as agent and customer engagement, and eliminates painful inconsistencies at every touchpoint.
Windstream Enterprise offers omnichannel capabilities through its industry-leading OfficeSuite UC® Contact Center Services, allowing operating administrators to seamlessly manage their contact center services platform and deliver an optimized and frictionless experience. If you are exploring an omnichannel contact center for your organization, there’s never been a better time to reach out and learn more.
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