Traditional customer service methods (before the introduction of omnichannel contact centers) were characterized by a limited selection of independent communication channels. Phone support was the primary means where customers can call a designated number for assistance. Email support allowed written communication, while in-person service, postal mail, and fax were used for face-to-face interactions and slower written correspondence.
Sure, these methods were effective for their time, but they lacked integration, customers often had to repeat information when switching between channels, and businesses had a fragmented view of customer interactions.
Not very effective for business success today.
Omnichannel contact centers can address these limitations by providing a more seamless and responsive approach to customer service across multiple channels. Key features typically include unified customer profiles, real-time communication, automation and AI integration, analytics for insights and scalability to adapt to changing business needs. The goal is to provide a holistic view of customer interactions, reduce response times and enhance overall customer satisfaction.
How effective are omnichannel contact centers when compared to traditional methods? Softtek shows that those companies committed to the omnichannel customer maintain 89% of their customers on average, while those companies that do not commit retain only 33% of their customers.
Because companies seek omnichannel products, the global contact center as a service market size, valued at $4.43 billion in 2022, is expected to grow at a compound annual growth rate of 19.1% from 2023 to 2030, according to Grand View Research.
Seeing the omnichannel contact center space as an opportunity as well as seeing it as a chance to provide its customers a consistent user experience as they engage their own market base, E-MetroTel introduced an omnichannel contact center powered by InfinityOne.
E-MetroTel, founded in 2009 and based in the U.S. and Canada, specializes in providing VoIP Unified Communications solutions. The company focuses on delivering value-based, enterprise-grade communications with advanced features at competitive prices to ensure a substantial return on investment for businesses of all sizes. Its diverse clientele includes hospitals, schools, government entities and businesses globally.
InfinityOne is a cloud-based omnichannel customer engagement platform that provides a unified view of customer interactions across multiple channels, including email, chat, social media and voice. It enables businesses to deliver personalized customer experiences, exceed customer expectations and boost customer loyalty. InfinityOne also provides real-time analytics and insights to help businesses optimize their customer engagement strategies.
What this means for E-MetroTel’s omnichannel capabilities, enabled by E-MetroTel’s cloud services to customer systems such as Galaxy appliances, UCX Cloud or UCX-Virtualization, is that businesses can engage with their customers on their preferred communication media. It does not matter whether contacted through standard SMS/text messaging, WhatsApp, Facebook or a web chat connection on a web page. Incoming messages can be queued across multiple departments and/or agents with the appropriate knowledge and training to respond to the customer effectively in a timely, professional manner.
The introduction of E-MetroTel's omnichannel contact center powered by InfinityOne further demonstrates E-MetroTel’s commitment to the strategy of being a provider of hybrid solutions for various customer requirements.
Learn more about customer engagement solutions at Future of CX Expo. Future of CX Expo is a chance to hear about the CX tools needed to launch applications of future of CX in a range of industries and takes place February 13-15, 2024, in Ft. Lauderdale, Florida, alongside several other business technology events that are part of #TECHSUPERSHOW.
Edited by
Alex Passett
