Transform Customer Experience to new heights.
Different disconnected channels create the challenge of sharing context across these channels. One has to synchronise with all these channels to be able to know customer’s previous interactions to provide superior customer experience.
Imagine a situation where a customer interacts with Chatbot for one query, then after couple of days chats with an agent for a different issue, sends an email and ends up calling to follow up on the same. In such a situation if the agent is aware of all her previous interactions through these different channels, the whole customer experience elevates.
The customer feels of more valued and the agent gets more empowered.
Keeping this in mind, C-Zentrix has built a highly secure Omnichannel to offer seamless customer experience between different contact channels.
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With C-Zentrix Omnichannel now get complete interaction history from all the channels . When customer interacts with any of the channel, agent is aware of all the previous interactions. Agents while interacting with customers or making outbound calls will feel more empowered and have better control over the discussion.
Forget about having different agents for different communication channels. Now the same agent can be mapped to all the communication channels. This agent once logged-in to one channel will be present in other channels as well. Example: If an agent is logged in to chat, the same agent can also take call and also receive an email. Once an agent is logged in to call or chat, it automatically puts the other channel on break.
The Admin no more has to create different queues for different channels, now the same queue can cater to all the requests from different contact channels be it voice, chat, email etc.
With multiple communication channels there is the challenge of monitoring these channels separately .The supervisor had to pull out different reports for different queues. With C-Zentrix Omnichannel with single queue, the supervisor just needs to pull out single report which will have data for all the channels. It not only makes supervisor’s life easy but also gives better visibility for monitoring and training purposes.
Get a detailed report on your agent’s productivity. The same report can now give you agent’s productivity for all the channels. Since the agent is now logged-in to different channels, this report will help you with productivity across channels.