First off, what is an omnichannel contact centre?
An omnichannel cloud contact centre is a customer service solution that enables businesses to provide a seamless customer experience by integrating multiple communication channels into one platform. This allows customers to communicate with businesses using their preferred method of communication. These could include, Voice, Email, Video, Messages from SMS, Webchat, Facebook Messenger, Twitter Direct Messages, WhatsApp*(additional license needed), Social media including Facebook pages/post, Tweets and YouTube comments as well as online review sources from Google, Apple and Google My Business.
We partner with these three market leading omnichannel contact centre vendors
The benefits of an omnichannel contact centre
So what are the benefits of an omnichannel contact centre? In short, omnichannel cloud contact centres can help businesses improve their customer satisfaction by providing a convenient and consistent experience across all channels. By leveraging advanced analytics and reporting tools, businesses can also gain valuable insights into customer behaviour and use this data to improve their service offerings.
1. Your customers will experience exceptional voice quality
With exceptional voice quality and reliability, our omnichannel contact centres from Cirrus and Five9 incorporates enterprise-class Interactive Voice Response (IVR), Call Routing, Automatic Call Distribution (ACD), Call Queuing and call back options, so you can deliver personalised, unique journeys for your customers based on the set criteria you decide. Our omnichannel contact centres offer full flexibility to design them around you and your customers’ and business needs.
2. Streamline your customer email enquiries
Our omnichannel contact centre solution streamlines email management by accurately identifying, prioritising, and directing messages to the appropriate team. It empowers agents to handle large volumes of emails effortlessly, offering them access to full formatting and media capabilities, canned responses, templates, and customer interaction history coupled with CRM information. This provides agents with a complete understanding of the customer journey, allowing them to tailor their responses and further personalise the customer experience.
3. Handle chats and messages across 17 channels
Our solution seamlessly handles customer interactions across 17 channels, such as Facebook Messenger, Twitter, SMS, WhatsApp, and many more. It consolidates all customer engagement history into a single platform, ensuring that agents have access to all relevant information, regardless of the channel.
Our webchat feature allows for customisation with predefined response templates, promoting consistency in communication. It supports multiple queues and skills-based routing, ensuring that customer queries are directed to the most appropriate agent. Another added benefit with an omnichannel contact centre is the smooth channel switching which allows customers to seamlessly transition from chat to call without interruption.
4. Manage and respond to social media and online reviews
Today, customers share their brand experiences on social media, including positive and negative feedback. By integrating social media into your customer engagement strategy alongside other channels, you can use your omnichannel contact centre to effectively support and engage your customers on their preferred social platforms.
By managing customer contact across all social media channels you will improve customer satisfaction (CSAT) and benefit from enhanced brand perception which will lead to increased customer loyalty and referrals.
5. Integrate video within your contact centre
The ability to add video as a communication channel within an omnichannel contact centre brings a wealth of benefits. You can send a webRTC link sent to a mobile and then you can enable a two-way real time video.
Here’s an example of how video can be used. If you are a service based organisation such as a housing association, enabling video calling to be managed through the contact centre would enable you to view the customers issue first hand without the need for an engineer to make the initial assessment and provide a much quicker resolution time, not to mention the cost savings.
Some useful ROI examples
Operational Cost Savings
- Company X is a mid-sized retailer with a traditional contact centre. They decided to introduce a chatbot to handle simple queries, which frees up agents to handle more complex issues. Let’s assume that:
- Let’s assume that Company X receives 10,000 calls per month, and that 30% ¹ of those calls could be handled by a chatbot. If each call costs £5 to handle, that’s a savings of £15,000 per month.
Improved Agent Efficiency
- Company X’s agents can handle interactions across multiple channels from a single interface, allowing them to work more efficiently.
- If Company X has 50 agents handling 20 interactions per day, and their productivity increase by 35% ², each agent can now handle 27 interactions per day. That’s an additional 350 interactions per week, or 1,400 interactions per month.
- With an omnichannel approach, Company X can improve their customer satisfaction and retention rates.
- Let’s assume that Company X has an annual revenue of £10 million. With a 9.5% ³ increase in revenue, they could see an additional £950,000 in revenue per year.
- Putting it all together, Company X could save £15,000 per month on operational costs, handle an additional 1,400 interactions per month, and see an additional £950,000 in revenue per year. That’s a significant return on investment for adopting an omnichannel contact centre solution
¹ According to a study by Dimension Data, companies using chatbots and virtual assistants can reduce their operational costs by up to 30%.
² According to a study by Forrester Research, companies using omnichannel contact centre solutions see a 35% increase in agent productivity.
³ According to a study by Aberdeen Group, companies with strong omnichannel customer engagement have a 9.5% ³ year-over-year increase in annual revenue, compared to 3.4% for those without.