Taking the needs and behaviors of today’s customer in mind, West contact center solutions can help you deliver a customized experience, regardless of the channel. Leveraging cloud technology, you can route contacts intelligently and respond consistently across multiple interactions and channels with a personalized touch.
Younger generations are increasingly snubbing telephone communication. The modern contact center needs to incorporate a multichannel strategy in order to succeed.
Improve customer interactions by offering a seamless experience across multiple channels – from initial outreach to resolution. You can also intelligently route customers based identify keywords in text based conversations for more intelligent routing.
Combined with skills-based routing and dynamic agent scripting, flexible routing options help to drive down average handling times (AHT), increase agent productivity and transactions completed, and provide customers with the best possible experience.
Adapt contact flows in real-time without the need to involve IT or incur costs. Data directed routing for your inbound contact center is based on data look-ups from the moment the customer initiates contact. If there’s no referenceable data in the CRM, request an account number or another piece of identifying information. Where they go from there is completely customizable and there are literally infinite possibilities.
“What puts West over the top is their customer service. We have requested a number of enhancements and they always come through.”
- Joe Victorino, EDI Manager, Capario