Omni-Channel Communication Center (OCC) for Customer Service
Developed an Omni-channel Communication Center (OCC) implementation plan to provide a consolidated interface for our client’s customer support and to integrate siloed databases to save cost and deliver value-added services.
To solve their large volume of customer enquiries within a shorter timeframe for their customer service (CS) call center:
- Efficient communication with customers through all channels (phone, social media, email, etc.)
- Correctly identify the customer’s enquiry to solve their problems without jumping to many different CS staff
- Provide a system that integrates all communication channels that has a consolidated view within a single interface
- Develop a call routing engine to gather user enquiry data to better route future users to the correct department in the first call