Converged (Multi-Channel) Communications
Integrate, Improve, and Create Loyalty with Your Customers' Experience
Today’s tech-savvy customers may use a mobile phone, a PDA, a computer, a kiosk, or visit a
physical store to contact a business. They may require an answer instantly, or prefer to receive it
at their convenience through another channel. They may also decide to query an automated
system or interact with an avatar. Regardless of how they choose to communicate, they all want
accurate, timely information delivered in their medium of choice.
Your by-no-means-small challenge is to provide customer service of the highest caliber that is
consistent across all channels, and to do so in a cost-effective manner.
Its a integrated multi-channel customer management solutions make this a reality. Whether self-
service solutions, proactive notifications, or agent-assisted solutions, It infuses intelligence and
personalization into every interaction to help foster customer loyalty.
Multi-channel solutions include:
• Web Service
o Click to Chat/Call
o Web Chat
o Co-Browse (Collaborative Browsing)
o Web Self-Help
o Email Response Management
• Service Automation
o IVR Solutions with Multilingual Speech Recognition
o Proactive Notifications
• Social CRM
o Community Management