Multichannel Integrations Increase

Research has found that organisations are increasingly investing in omni-channel cloud customer contact solutions across the service industry.

The report released by global business consulting firm Bluewolf – and sponsored by NewVoiceMedia – also revealed:

• Email remains the predominant integration (60% currently integrated, 19% plan to integrate).
• Telephony is quickly catching up with nearly half (44%) of businesses benefiting from integrated voice and an additional 42% planning to integrate the channel within the next year.
• Just 17% of businesses currently have integrated social media, yet an additional 36% plan to within the next year.

“Customers expect companies to engage with them on the channel of their choosing,” said Bob Furniss, Customer Care Practice Director at Bluewolf. “Leading companies are rapidly innovating their service organisations to meet this customer expectation.”

“Today’s customers are constantly changing their preferred contact channel based on where they are and what they’re doing, so it’s not surprising that organisations are increasingly seeking to meet this demand by investing in omni-channel contact centre solutions,” said Jonathan Gale, CEO at NewVoiceMedia. “Using our technology, companies are able to use the rich customer data stored in Salesforce to make intelligent decisions on how to handle, treat and route customer interactions – regardless of channel”.

For more information about NewVoiceMedia, visit their website.