Omni-Channel Communications

The contact centre has become a vital component in an organisation’s customer contact strategy, tasked with delivering the best possible experience across every interaction. This means being able to adapt to the changing needs of your customers who now want to be able to communicate with you whenever and wherever they want, using their own choice of media and device.

In order to be successful our clients need to embrace new technologies that will help them exceed customer expectations while improving productivity and reducing costs.

Benefits

• Dramatically increase first call resolution by routing contacts to the right person, first time
• Support multiple channels of communication on a single interface
• Future proof with modular elements to add as your budget dictates

Communicating On Your Customer’s Terms

Your customers want to communicate when they want, how they want – and expect a consistent level of service across multiple contact channels. They expect your organisation to support the method that they prefer to communicate in and they expect to be able to do this at a time that is convenient to them.

CDM Direct offer flexible ‘always on’ availability and a consistent experience across all channels. In addition to improving customer experience, offering choice results in more profitable interactions.

With multi-channel customers spending 20-30 per cent more than single channel customers, going multi-channel can directly impact your bottom line.

• Voice, Videophone Calls
• Email, Fax, SMS
• Social Media Integration, Web Chat, Co-browsing

Contact types are seamlessly blended, tracked in a single queuing and routing intelligence and all can follow the same call flow and routing rules. Simple GUI scripting tools enable advanced data-driven and skills-based routing plans which can be changed at a moment’s notice from any location.

IVR/Self Service Use Interactive Voice Response (IVR) to automate routine enquiries.

Capture customer information up-front so you can direct calls to the most appropriate agent or move high value customers to the front of the queue.

Offer customers callback options to reduce peaks in call volume and increase agent productivity during less busy times.

Measure customer satisfaction with instant post-call surveys.

Interactive Call Recording captures all agent calls, from any channel – e-mail and voice messages, chat, telephone, screen and Internet voice – providing a complete record of all CSR-caller interactions.

Scalability – Size Doesn’t Matter – CDM Direct’s Omni-channel solutions are designed to scale and grow as your business expands. From small enterprises through to institutional size clients our omni-channel solutions deliver optimal performance regardless of call volume or number of agents.