Make way for omni-channel communication strategies – Its not about just the telephone anymore and there is a diverse range of communication channels such as voice, email, SMS, web chat, social media, call-back and more growing every day through which customers can interact with businesses.
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Contact centre technology isn’t only for call centres. The technologies, methodologies and managed approaches pioneered by call centres are now being implemented in all types of businesses to boost customer experience.
The uptake of Contact Centre technology is now a mainstream business tool yet despite the importance of customer experience to a business’s bottom line, this technology still remains largely untapped. Every customer-facing employee is considered part of your ‘virtual contact centre’.
By offering a true omni-channel choice in how customers communicate with your business, giving them relevant information and making better use of your support staff through intelligent routing, you can capitalise on this connection and let your customers know they are important to you.
Companies with the strongest omni-channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omni-channel strategies.
Suggested modules and summary briefs…
Omni Channel Contact Centre
Reporting, Dashboards & analytics
Unified Communications & CTI
CRM Integration
Voice & Screen recording
Telemarketing & Pro-active engagement
SMS Messaging
Web Chat Messaging
Customer Satisfaction & Survey
Evaluation & Assessment
Social Media integration
IVR & Self Service
Workforce Management
Services Monitoring
CyCX Web Connect
CyCX Connect
Is our omni channel contact centre solution. CyCX Connect is where the customer experience technology really gets teeth to take your business to the next level. CyCX Connect provides a platform to build more analytical touch points where we can manage and assess the business through 360 degrees. Customers using the AI may well end up wanting to speak to a live agent and this may be via chat or phone.
CyReport
This is our business intelligence reporting module which includes over 130 prepared reports, as well as a powerful configurable browser based dashboard for analytics and alerts. As a base CyReport will collect data from your communications platform and provide call statistics and more, but start adding some of the other modules below to enhance your view beyond just the phone data.
CyDesk
Is our desktop unified communications, CRM integration tool and agent cockpit. We recommend CyDesk as this is where we collect information from the user such as presence, work types, breaks,
CyRecord
We integrate CyRecord screen and voice recording to our CyReport solution for enhanced search and reporting on all your business communications. Regulation compliance is an important requirement for many businesses and adherence review starts with CyRecord.
CyCall
Our outbound contact centre manager, outbound/inbound call blending, predictive dialling, campaign list management and optimisation—are now being used in smart ways to provide pro-active creative and exceptional customer experience services. CRM integration is a key component to deliver these services.
CySMS
Adds SMS Messaging to your contact centre omni channel experience – easily send SMS directly from your PC using CyDesk, reach all your clients with SMS marketing mail-outs directly from your database or CRM. Create Auto-Callbacks from SMS responses, route SMS replies and requests to service & sales staff according to skills, using our skills based routing functionality.
CyChat
Adds Web Chat Messaging. Chat is fast becoming a channel of choice for customer service and is the perfect complement to our CyCX Connect Omni Channel Contact Centre solution. Customers increasingly start their relationship with your business online and it’s a simple next step to just click and chat with a member of your team. Take it to the next level with Live Chat AI
CySurvey
Our survey and customer satisfaction management application. Read more on CySurvey and how important measuring customer satisfaction is to your business
CyCoach
Our staff training and evaluation application leverages your voice recording to provide a process for creating assessment and questionnaires, then reviewing, assessing and delivering feedback to key customer experience staff.
CySocial
Social Media integration – The multi-channel Contact Centre strategy MUST now include Social Media in its vision
CyLive
Our powerful solution adding a range of important technologies to the business, including self service, voice recognition, speech cognitive services, artificial intelligence and more. CRM integration where the smart services can leverage customer details and preferences are crucial to bring this level of customer experience to the forefront.
CyCX Workforce Management
Improve your service levels and reducing staffing costs by closely matching staffing levels to workload with accurate forecasts, intelligent real-time monitoring & reporting.
CyPulse
Monitors the performance and status of the CyTrack software applications being used for your business. CyPulse is delivered to provide status and alert information so support services can proactively identify the problems related to the application performance.
CyCX Web Connect
This will place your organisation at the cutting edge of world-class customer experience by combining web behaviour with your communications. There are 3 main elements — Superior Call Routing, Real-time Web-Behaviour Call Info, and Call Tracking Information Combined With Web Analytics
