Solutions for Optimizing Multichannel Customer Service and Support

Overview

We enable seamless and personalized customer experiences across all channels, while streamlining your operations and reducing costs.

The Challenge

With every interaction, your customer service and support agents are managing variables on the fly. They assist customers and unknown or anonymous consumers across multiple channels. Relevant data may or may not exist somewhere among company databases.

But the new reality is this: regardless of how the consumer chooses to communicate with your company, agents must be informed and prepared to answer questions quickly and accurately; address their issues in a positive and professional manner, and turn the event into a positive experience. Otherwise, the customer relationship is put at risk.

 

We have the answers.

With our multichannel customer service solutions, contact center agents provide exceptional service to consumers during each and every contact—whether via telephone, e–mail, fax, mail, survey response, chat or Web inquiry.

Intelligent routing and queuing ensure that each customer service interaction is delivered to the most appropriate resource and handled quickly. Presenting a complete, unified view of the customer's contact and issue history helps your agents recognize and understand them, right away.

A single, intuitive user interface enables customer service agents to view, manage, and process all customer service interactions—moving seamlessly between handling calls, emails and chats. They quickly access information and answers through a single knowledge engine—with pre–approved answers tailored for each channel.

Personalized correspondence is quickly generated with minimal effort. Answers and communications are high quality, accurate and consistent.

Our centralized system captures and analyzes all customer service interactions, providing your managers with cross-channel insight into agent performance, customer input and issues. Your company gains a valuable source of feedback that can mitigate risk, drive continuous improvement, and even generate competitive advantage.

Capabilities

Our multi-channel customer service capabilities include:

Multi-channel interaction management through a single, intuitive application

• Our ePowerCenter customer service solution provides agents a single interface for managing, viewing and accessing calls, emails, chat sessions and letters/faxes—saving 45 seconds to three minutes per call.

Multi-tiered, intelligent customer data search

• ePowerCenter automatically searches for variations of the customer name and contact information. It presents cross-channel interaction details before the interaction even begins—including phone calls, faxes, email, scanned letters, call recordings, and more—and auto-populates customer data fields. This saves 10 to 20 seconds per interaction.

Unified view of the customer

• ePowerCenter captures the customer's complete history across multiple channels and makes it available to agents with every customer service interaction. It can pull data from multiple back-end systems into one coherent view. Agents are no longer burdened with launching the source applications individually.

Multimedia ACD, routing and queuing

• The Customer Interaction Center (CIC) unified communications platform improves first contact resolution and customer satisfaction by ensuring all contacts are delivered to the most appropriate resource for fast handling. It quickly routes incoming calls as well as chats, emails, SMS, online forms, and faxes. It distributes all media types through the same skills-based routing used for telephone calls.
• You have the option to redirect an interaction based on real-time conditions—such as service level or handle time—to automatically make routing decisions. Interactions can be routed based on time in queue, number of agents available, handling time, and more.

Presence management

• Through Customer Interaction Center, employees can set their real-time status (e.g., on the phone, at lunch, in a meeting, on vacation, etc.). Other agents and managers can see the status, and the system's routing and queuing rules can leverage this information. This prevents routing a call or email to the inbox of an employee who is out of the office or on leave.

Multi-channel knowledge engine

• RealDialog provides the knowledge engine for multiple touch points and applications, including the contact center (calls, email, chat, speech-enabled IVR), website (self-service and virtual assistants) and the company Intranet portal. It provides the tools needed to create and update optimal responses for each. This capability enables knowledge sharing among agents, directly to customers, and across the company.

Email management

• ePowerCenter helps agents efficiently manage inbound emails by automatically creating cases from each email received. Its workflow supports free-form email, formatted email, and online inquiries from customers.
• The addition of RealDialog Agent Assist helps agents quickly respond to customer emails by retrieving accurate information, answers to questions contained in the email, and by selecting appropriate reason/issue codes for the agent.
• Also, through integration with Customer Interaction Center, the solution can route emails to an available representative based on skill set, availability and other configurable criteria. It enables you to evaluate your emails and make routing decisions accordingly. You can create automated replies for incoming emails. There also are options to add text to the message itself before sending it through to a workgroup or agent.

White mail and fax processing

• With ePowerCenter, you can scan and attach faxes and letters to cases for a more complete customer history. A document scanning and attachment processor enables high volume scanning and case creation.

Accelerated letter and email generation

• With ePowerCenter, your customer service agents quickly generate personalized letters and emails from pre-authored templates. The system suggests the appropriate template for the issue at hand, and incorporates contact and interaction information into the letter or email.

Chat integration

• Agents can converse with online customers in real-time, while maintaining case information in ePowerCenter. Leverage your existing chat solution, or add chat capabilities through the Customer Interaction Center. And to enhance the speed, quality and accuracy of chat responses, your agents can leverage drag-and-drop responses from our RealDialog Agent Assist solution.

Web callbacks and collaboration

• Add new buttons to your website to let online customers request call-backs. And by using intelligent Web services in Customer Interaction Center, your agents are automatically presented the same page an online customer is viewing. They can then "push" the customer to a specific section of that page and highlight any content or link that would help resolve the issue.

Integrated self-service

• Our interactive voice response (IVR) self-service solution (through Customer Interaction Center) integrates your customer interaction and loyalty databases to ensure inquiries are routed and handled appropriately.
• In addition, our Web self-service (via our RealDialog Self-Service solution) answers a majority of the questions customers typically ask via email—even those that involve specific product or account information. Companies using RealDialog on their websites have deflected up to 80 percent of their inbound email inquiries.

Seamless escalation

• If a visitor needs additional assistance or clarification outside of what the self-service solution provides, the interaction can be escalated to a "live" agent via phone, email or chat. Our solution sends the details of the interaction to the live agent, which enables them to pick up exactly where self-service left off.

Unified quality monitoring and reporting

• Customer Interaction Center provides a real-time quality monitoring interface and supervisory reporting for agent, queue and system activity throughout the contact center (including multi-site centers).

Complete call and screen Recording

• Adding Record IQ provides an integrated call and screen recording solution with the flexibility to meet your specific needs.

Cross-channel insights

• Our customer service solutions work together to capture and analyze input from multiple channels (voice, email, Web, and chat) and types of users (prospect, customer, employee, contact center agent, or partner), providing you valuable cross-channel, cross-functional insights.

Benefits

Our multi-channel customer service solutions bring numerous benefits, including:

• Handling time, transfers and escalations are drastically reduced
• Service levels and customer satisfaction increase across multiple communication channels
• Automated processes across channels reduce costs and improve operational efficiency
• Agent and employee efficiency, productivity and satisfaction sharply rises
• Agent ramp-up and training costs decrease
• Supervisors gain greater visibility into agents' performance-related challenges and best practices
• Accuracy of forecasts and schedules increases through better metrics and reporting
• Company gains clear and actionable insight into customer wants and needs across channels