DMG Consulting

FEBRUARY 5, 2020

IVA, bots, RPA, AQM, self-service, WFM, etc.) Do you plan or are you engaged in a digital transformation that includes digital and social media channels? Digital Transformation and Omni-Channel Support. Do you plan to implement any automation solutions (e.g., in the next couple of years?

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

InGenius

JANUARY 31, 2020

To meet customer expectations, modern businesses are now adopting live engagement tools that help improve service through real-time communication. Contextualized omni-channel support. Omni-channel support enables businesses to seamlessly connect with their customers and provide consistent service across all channels.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Self service 62

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Customers expect support to be available 24/7.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

Hodusoft

JUNE 7, 2024

Technology and Tools The integration of advanced technology and tools is critical for today’s call centers and contact centers to ensure better efficiency and service quality. It gives an overall score of customers’ happiness with using a brand’s product and dealing with its customer service.

Best practices 52

Best practices Call Center Omni-channel support Management 52