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What are Smart omnichannel contact center platforms?
A smart omnichannel contact center is a contact center that enables executives to manage requests and share data across multiple channels like phone calls, emails, social media etc.
Such smart omnichannel makes it much easier for businesses to offer a consistent, coordinated customer experience across all channels.
For example, a customer has an issue while making a purchase of your product. They have already looked for help in the supporting queries mentioned on your website but was not able to find the solution. They then take the help of Live Chatbots on your website and ask to connect with the Executive directly.
Now, in this case, if the business has Smart Omnichannel contact center platforms, the executive will already have the customer data like customer’s history, past chat conversations and records of relevant self-help docs they’ve read.
Here, the executive will be able to quickly solve the customer’s query and hence the customer will be highly satisfied.
TL;DR
- The article explains why smart omnichannel contact center platforms are now essential for modern customer service. Customers expect fast, consistent, and contextual support across voice, email, chat, social media, and messaging channels. Omnichannel platforms solve this by unifying conversations and customer data, so agents can respond efficiently without losing context.
- It outlines the must-have capabilities of a smart omnichannel contact center. These include a cloud-based unified interface, integrated communication channels, intelligent routing, queue management, analytics and reporting, and enterprise-grade security, all aimed at improving customer satisfaction, operational efficiency, and revenue.
- It compares leading omnichannel contact center platforms in the market. The article highlights Locobuzz as a unified platform for real-time listening and engagement, alongside other solutions like Content Guru, RingCentral, 8×8, and Talkdesk, each offering different strengths in cloud-based omnichannel customer support.
Benefits of omnichannel contact center platform
A smart omnichannel contact center platform will offer the following benefits:
- Increased Customer Satisfaction: By providing a consistent customer experience across all channels, you can increase customer satisfaction and loyalty.
- Improved Operational Efficiency: By integrating all channels into a single platform, you can eliminate silos and improve operational efficiency.
- Increased Sales and Revenue: By providing a seamless customer experience, you can increase sales and revenue.
6 Must Have Functions of Smart Omnichannel Contact Center Platforms
The best smart omnichannel contact center platforms will offer the following functions:
1. Cloud-based unified interface:
A Cloud-based omnichannel solution is the best solution for any business as it provides a one-stop destination for all the business’s needs. This improves employee efficiency and helps in maintaining all the customer data in one place. An easy-to-use interface and real-time update solutions are a great choice.
2. Integrated communication channels:
Customers and their needs keep evolving. Earlier people didn’t prefer using chatbots. But now, 68% of consumers like chatbots because they provide quick answers. So choosing a Cloud-based omnichannel solution that supports all popular communication channels, such as voice, chat, email, and social media is necessary.
3. Intelligent Omni-channel routing:
Offering your customers a seamless customer experience today means connecting them with the right agent in the first go. Hence, the Cloud-based omnichannel solutions should route customers to the most appropriate channel based on their preferences and needs.
4. Queue management:
The platform should provide queue management features to help agents handle multiple customers efficiently.
5. Reporting and analytics:
Cloud-based omnichannel solutions should provide reporting and analytics tools to help businesses track and improve performance. Giving deep insights will help in streamlining the operations and managing everything in one place.
6. Enhanced security:
The most important function of any Cloud-based omnichannel solution is to maintain a great level of security so that there is no chance of data piracy or theft.
Best omnichannel contact center platform
Locozbuzz is your one-stop destination. It’s the smartest of the smart omnichannel contact center available in the market. Locobuzz allows you to create a unified view of your customers, help you listen to their needs, and respond to their queries in real-time, all with a single platform. With the help of Locozbuzz, you can help your customers experience the best of customer service.
2. Content Guru
3. RingCentral
4. 8x8
5. Talkdesk
Best omnichannel contact center platform
A smart omnichannel contact center is the need of the hour for businesses today. Make the right selection of cloud-based omnichannel solutions and provide your customer with a smooth experience.
Request a Demo of Locobuzz Omnichannel Contact Center Solution today!
