→ Conversational AI in one system 🤖

→ Call routing in a separate system 📞

→ Customer records in yet another database 📂

→ Ticketing or case management spread across different apps

The result is a fractured and frustrating customer experience.

Customers expect their problem to be solved quickly, with top-tier service, on whatever medium they want to interact on. Whether emailing, chatting, calling. They don’t care what you need to do in the back end to make it happen.

Your brand experience is not just being compared to those in your industry. It’s being compared with the similar apps and websites your customers interact with on a daily basis.

The best in the world.

What’s the solution?

Adopting a platform-centric approach. This ensures a cohesive experience, reducing gaps and improving efficiency. A back end that can create personalization at scale.

As an organization it’s our responsibility to ensure every channel delivers on it’s promise, and helps solve our customers problems.

What do you think?

Do most Contact Centers need a unifying upgrade?

What else would you add?

Get in touch to find out how I can help.