Voice and online-oriented agents in contact centers have been working with a silo mentality for years due to different skill sets and customer needs. Customers calling support centers today expect—but may not often get—immediate resolution. To obtain the desired outcome, both the online and offline channels of a contact center require more inventive integration, and TouchCommerce has unveiled its latest product, which aims to enhance engagement capabilities.
Designed to reduce enterprise support costs and increase customer satisfaction, TouchConnect will provide call center advisors with contemporary capabilities to deliver an effortless omnichannel experience.
TouchConnect will provide contact enters with some slick features, including co-browse, transfer-to-chat, and the ability to offer rich media content and special deals to customers. The capability to expedite callers' issue resolution and cut wait times while offering self-service options are also there, as well as a detailed call and chat history log that can be integrated into the call center's CRM system.
In a 2014 survey by Nuance (News - Alert) Enterprises Study, the polling reflected 67 percent of customers contacting call centers prefer self-service over phone calls, citing that verbal instructions do not incorporate an online component or encourage self-service behavior.
TouchConnect hopes to solve the gap in the marketplace by allowing call agents to streamline communications with customers.
“Customers want to use a breadth of communication channels to interact with a company, whether it be self-service, voice, digital or social channels,” said Kate Leggett, principal analyst at Forrester Research (News - Alert), a global research and advisory firm. She noted that better customer experiences can be correlated to increased revenue, making it a win-win for businesses and customers.
Bernard Louvat, president and CEO of TouchCommerce, stated that the company will be showcasing TouchConnect at Gartner (News - Alert) Customer 360 Summit in Orlando later this month. This year's Summit will focus on social and mobile strategies and technologies for customer relationship management professionals.
Edited by Alisen Downey