Omni-Channel for the Age of the Customer

Omni-Channel

Transform your customer Contact Centre into a true omni-channel communications hub for seamless customer journeys and a single customer view.


Seamless customer experiences across any channel

numero360 has been developed from the ground up to integrate all communication channels in to single view of all customer contact and activity. By closely integrating with external databases, legacy systems and CRM applications Contact Centre agents have all the information they need to deliver exceptional customer experiences.  Furthermore Web Self-Service portals can provide a compelling alternative to calling the Contact Centre by providing a more complete and satisfactory experience for customers who prefer to serve themselves.

Omni-channel solutions from numero deliver efficiency gains, promote competitive differentiation and reduce Contact Centre costs whilst delighting customers with exceptional customer service. The adaptability of numero360, combined with the broad experience of the numero Solution Delivery Team, allows our customers to realise the benefits of omni-channel in record time. Most importantly our consultants recognise that technology alone is not a panacea. People and processes need to adapt and change if omni-channel is to deliver on its promises and at numero we have the skills and experience to help organisations manage that change effectively.


Key Features

 

  • Customers can seamlessly switch between channels of communication during a single journey without compromising the experience
  • Customer records are enriched, enhanced and accessible from a single customer view that connects all communication channels
  • Customers are free choose any channels of communication including email, telephone, web chat, SMS, document, social media, mobile
  • Customers receive a consistent engaging experience no matter what the channel
  • Organisations and customers benefit from improved first time resolution
  • Improved web self-service experience leading to increased adoption
  • Agents work across multiple channels from a single workstation
  • Processes are simplified and streamlined and costs reduced
  • Compliance and regulatory controls enforced
  • Existing technology investment is protected

The 360 View

The fostering of multi-channel communication with customers is now well established but often this has been delivered at the expense of the customer experience. Disconnected channels serve to frustrate the customer and the Contact Centre agent alike, undermining customer loyalty and increasing staff churn. The costs to an organisation can be significant and for this reason creating a seamless omni- channel experience now has to be a business imperative for organisations everywhere.

numero360 is proven to deliver  the seamless, integrated, consistent and personalised experience which the customer now demands. Our omni-channel solutions operate across many market sectors and are designed and implemented by industry experts.


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