THE OMNICHANNEL CONTACT CENTER PARADIGMREDEFINING CUSTOMER ENGAGEMENT FOR A HUMAN-CENTRIC JOURNEY FREE INFOGRAPHIC
The Omnichannel Contact Center Paradigm!
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 with call center omnichannel 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! Omnichannel call center software allows you to connect with customers on any communication channel. An omnichannel call center solution is backed up with robust dashboards that show real time data about customer-agent conversations via chat and voice channels.
In the Omnichannel contact center, 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, it’s about customer expectations and omnichannel contact center optimization! The customer’s experience, or journey, should be simple, quick and yield immediate results.
In 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.
OMNICHANNEL contact center EXPERTS
Our team of consultants and engineers has over 150 combined years of Contact Center experience
In depth industry insight gained from working with some of the top Contact Centers in the world
Our Contact Center practice includes consulting, professional services, solutions, security & managed services
THE OMNICHANNEL PARADIGM FOR CONTACT CENTER
Redefining Customer Engagement for a Human Centric Journey
Your guide to VOX Omnichannel
BACK-OFFICE ENTERPRISE PRODUCTIVITY
[ VIA VERINT WORKFORCE OPTIMIZATION ]
Improve Operational Efficiency and Profitability
Verint and VOX Network Solutions are at the forefront of providing organizations with the assessments, consulting and solutions they need to simplify, modernize, and automate back-office processes and service delivery. Through Digital Transformation you will: gain operational intelligence, automate tasks and processes, and increase team productivity. In fact, you may already have the tools in-house to rejuvenate operational productivity.
5 BEST PRACTICES – DIGITAL TRANSFORMATION IN OPERATIONS
A new realm of efficiency, productivity and service through both the Internal Experience and the Customer Experience.
Back-Office Operations have an opportunity for significant transformation — from manual processes and legacy systems to using WFO solutions to help achieve desired business outcomes. Extending WFO from the contact center to the back-office can help organizations optimize the entire customer journey, improving operational efficiencies, quality, and service delivery. Organizations need to start small, focus on outcomes, plan and communicate early and often, and provide a governance structure to ensure the solutions are and effectively used to improve decision making and help achieve corporate goals.
TOP 5 GDPR RECOMMENDATIONS – FINANCIAL COMPLIANCE
Verint and VOX Network Solutions provide tremendous expertise and experience to help your organization understand and navigate GDPR and overall financial compliance. This document provides five straightforward, no-nonsense recommendations in your path towards GDPR Compliance. The topics are: Top Down, Data Security, Data Breach Policy, New Rights, and State of Preparedness.
[ AN END-TO-END SOLUTION ]
A more proactive approach to navigating the regulatory landscape
Verint and VOX Network Solutions team-up to drive success for our clients through industry leading solutions and professional services for: Communication Capture & Governance, Proactive Compliance, Automated Testing & Monitoring Transcription & Compliance Investigation.