Business Partnership for Omnichannel Announced

Ultracomms has announced that it is working with Aquarium Software to deliver an omnichannel solution.

Combining Aquarium’s business logic and event management tools with Ultracomms Contact Management Services (UCMS) platform enables contact centres to view the complete customer journey. This is designed to help automate processes that reduce cost, make informed decisions, and react to customer requests in a way that supports compliance and audit trails.

The creation of automatic compliance audit trails and scheduled reporting is also supported by the Ultracomms and Aquarium solution. This makes it simpler to review previous interactions with customers.

Combining cloud technology with an omnichannel platform enables contact centres to keep up with digital and social media channels and better manage their customer experience.

The partnership is the result of collaboration between Ultracomms and Aquarium over several years, working with a number of clients to fine-tune integration between the two systems. With templates for insurance and financial services markets, the joint proposition can be deployed to enable customers to see gains in their interactions and reporting.

“With technology trends moving so fast, it can be difficult for organisations to keep pace with new ways to manage their customer interactions. The integration of omnichannel functionality brings complete management of the customer journey within the control of the organisations we support,” said Justin Hamilton-Martin, CEO at Ultra Communications.