Omnichannel world a seamless approach to customer experience
A seamless approach to customer experience
Studies have shown that businesses that adopt the Omni Channel strategies are achieving
more than 90% customer retention rates compared to those who don’t.
Digital revolution has ushered a new era, which has, shattered established norms and made
the world a strange place. The world’s largest taxi company owns no cars; the biggest media
company owns no content; the most valuable retailer owns no inventory and the most popular
provider of hotel rooms owns no real estate.
Omnichannel refers to generating constant ubiquitous interaction capability between an
organization and its users. It enables the users to interact via interface of their choice and
ensures organization remembers the current transaction, so when the user continues via
another interface, system picks up where the interaction left off thus seamlessly providing a rich
user experience across multiple channels.
With the advent of mobile phone, consumers have become more informed and more
powerful. Consumers are connected like never before and easily canvass opinion on
various digital platforms, spreading the word about good or bad service in an instant.
As per the Technology predictions, there will be 8.6 billion mobile connections by 2020
and 5.8 billion smartphones.
Younger generations are more likely to communicate by SMS, Messenger and
WhatsApp than telephone. Even older demographic groups, once they get the hang of
the technology, convert rapidly.
Currently only around 5% of companies offer integrated cross-
channel experience, while 27% have no integration of channels at
all, according to CCIQ’s Next-Generation Customer Engagement
The greatest challenge for Omni Channel is the integration of all
channels with one another, and with existing technology platform in
Most companies are struggling to identify the huge disconnect
between where companies need to be and current
capabilities. The challenges primarily fall into three categories:
1. The ability to match the pace given the strategic importance
of digital transformation
2. Identifying the best use of different channels in relation to
3. Accounting for existing technology infrastructure, legacy
systems, and business processes
The steps outlined below, will assist any contact center in their objective of offering genuine Omni Channel experiences:
Identify a best of breed solution to integrate digital customer interactions1.
The need is to unify digital and mobile channels with
the existing contact center infrastructure, ERP, CRM
and Sales Channel to deliver Omni Channel customer
experience. An interactive digital channel application
uses APIs to integrate with contact center’s existing
telephony infrastructure, CRM and back office layers.
It will enable digital and mobile interactions routed in
the same way as phone calls, enabling personalization
and consistency of service by agents.
Re-Structure to achieve 360° visibility2.
The key is to ensure seamless integration of multiple channels
optimized to account for customer needs across different touchpoints
which will lead to following benefits:
• Predict customer requirements to improve service
• Differentiate customers according to value and products
• Enhance consumer experiences by enabling them to complete
complex, multi-stage transactions efficiently
• Deliver consistent service and proactive communication and thus
live up to your brand values across all channels
The OmniChannel contact center is no more a dream for the companies who have opted for the InterDialog
Unified Contact Center Suite. With all the companies believing in Customers First , Teckinfo solutions is
sharing its expertise with the industry by understanding and full filling the technical needs. In no time
InterDialog UCCS has rightly become the standard to which leading companies aspire for their best use of
resources and seamlessly making customers happy. Visit our website to know more about Interdialog UCCS.