THE OMNICHANNEL PARADIGM FOR CONTACT CENTER

REDEFINING CUSTOMER ENGAGEMENT FOR A HUMAN-CENTRIC JOURNEY FREE INFOGRAPHIC

Welcome to
the Omnichannel Paradigm!

evolving contact center

The Contact Center is constantly evolving, as we have access to more experienced people, more powerful and flexible technologies, greater insights from big data, and business pressure from global competitors. Industry leading contact centers have acknowledged that adopting and implementing a new perspective for the customer journey is critical to support the modern organization’s strategic business goals, and necessary to provide the next-generation engagement experience that today’s customers expect and demand.
At VOX, we call this the Omnichannel Paradigm for Contact Center, and we are especially qualified to help you get there!

a new perspective

In the Omnichannel Paradigm, the viewpoint has completely shifted.  Gone are the days when we thought about the company and how we communicate OUT to our customers.  Now, the focus is IN, on the customer and how they want to engage with us…anytime, anywhere, on any device they choose.  Remember, its about customer expectations!  The customer’s experience, or journey, should be simple, quick and yield immediate results.

integrated channels

In the omnichannel contact center, the customer journey is seamless, consistent and thoroughly dynamic. No breakpoints exist, regardless of the channel. Channels may include: mobile, voice, SMS, self service, email, social media, webchat, fax and kiosk.

Industry Resources

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HANDS-ON EXPERIENCE
Our team of consultants and engineers has over 150 combined years of Contact Center experience

INDUSTRY INSIGHT
In depth industry insight gained from working with some of the top Contact Centers in the world

COMPREHENSIVE PRACTICE
Our Contact Center practice includes consulting, professional services, solutions, security & managed services

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