Features of omnichannel digital support solutions.
Cross-channel reportingWhen you add digital support to the mix, the customer journey becomes more complex. Unified
cross-channel reporting allows businesses to monitor and optimize the journey as well as the omnichannel contact center performance.
Omnichannel routingGood digital support solutions include the ability to
route all interactions in a unified manner through the same interface according to configurable, intelligent rules established by the business. This helps ensure customer contacts are routed to the right agent at the right time and handled in a timely fashion regardless of what channel the customer used.
Omnichannel workforce managementProviding multiple channels requires smart
workforce management software that can forecast volume from all channels and then schedule multi-skilled agents. No small task.
Robust, extensible contact center platformForemost, an organization’s contact center software needs to accommodate and integrate
multiple digital channels. This includes being flexible enough to easily add other digital channels in the future, even ones that haven't been invented yet.
Unified agent desktopMulti-skilled agents need tools to make them successful at providing integrated digital support. This means providing them access to contacts from all channels they support in a single, well-designed interface. Additionally, an integrated inbox will ensure that all their contacts are in one convenient location.
