Management of omnichannel interactions

Companies need to design the whole customer journey in order to offer an exemplary user experience. The interconnected channels must be agile, helping to create links between the company and their customers.

The telephone is still the first channel used to get in touch with a brand, a store or an adviser. Although motivation is changing, it is now used for more complex reasons.

New voice technologies, such as natural conversation and voice biometrics, enable companies to quickly qualify and direct calls to provide an automatic response or a response from an agent, to give reassurance or to meet an interpersonal need.

Similarly, on the web, new digital models such as the virtual assistant, chat, click-to-call and email encourage communication and provide Internet users with useful assistance if they want it in order to offer the best possible customer experience and encourage conversion.

New technologies like Web RTC offer a unique and seamless omnichannel experience. Internet users and agents can make calls and start a conversation without leaving their web browser. They communicate by chat, send documents in real time and even share their screens.

From their mobile application, Internet users can now ask customer services to call them back without having to make a call themselves! They are notified when an agent becomes available.

The advent of connected objects also creates new interactions and encourages contact with customers. With regard to coordination of these objects, David Samson, Mobile Evangelist at Backelite, the mobile agency, adds that “to start with, the smartphone and tablets will become universal remote controls for connected objects”.

Prosodie-Capgemini invests regularly in development of its solution for managing multichannel interactions in cloud mode, Odigo, so that it can continue to offer its customers a unique experience.

Odigo has already been installed in 170 companies, which represents 100,000 agents logged in, including 20,000 at the same time.