Creating and sustaining customer relationships across assisted and self-service customer service has become a necessity. But as customers interact with businesses on multiple communication channels—IVR, web chat, social media, and more—customer journeys can begin and end anywhere. It’s up to IT to provide an enterprise architecture that enables the business to manage these channels in a way that’s customer friendly. That is, managing exceptional experiences so they are seamless, proactive, and personalized across all channels and touchpoints throughout an entire lifecycle. This is the essence of omnichannel customer engagement.
Contact center solutions have evolved in parallel to become customer experience platforms. They support the vast number of channels, intelligence, and analytics necessary to orchestrate optimal service experiences.