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Cross Channel Finds Traction in Contact Centers
This is not to say that live conversations will not still play a key role, but will be diminished in the overall reliance for the center. In order to drive the use of more than one channel, companies need a way for customers to move between these channels without losing information or having to repeat themselves.
At the same time, they need to have the option of contacting a live agent who can access their information in real-time and help them with the task at hand. Such capabilities are demonstrated in “click-to-chat” functions offered on websites.
In support of this initiative, LivePerson has joined with Genesys (News - Alert) to improve the Web experience through the integration of online customer service with assisted service through both chat and voice capabilities. The companies are addressing the challenges that consumers face when they begin an online transaction but then need additional assistance and most move to another channel.
Web-based interactions should also improve as a result of a partnership between Genesys and InQuira (News - Alert). The two companies have integrated their respective software suites to enhance self-service interactions by presenting the right information and resources customers need.
This joint solution is designed to make it easier for eServices customers to find the right answer with InQuira’s intent-based retrieval capabilities. With the use of multi-lingual natural language processing, inQuira discovers the “true intent” of each question to provide the most relevant answer as quickly as possible.
As customers are doing more and more through self-service portals, they still expect a company to provide the information and assistance they need in real-time. This can be accomplished through Cross Channel Conversations to deliver the optimal customer experience.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Michael Dinan