Service providers often lack a unified strategy for customer care across call center, web self-service portal, app, and related interfaces, creating experience challenges when customers move from one contact channel to another.
Goals and Objectives
Integrate data management and AI/analytics across all customer channels to ensure that customer interactions are high value and any movement from one channel to another is done to accelerate business outcomes and improve the customer experience
Data integration, sharing, and analytics across web self-service, app, POS, retail, call center, and related digital channels
Use Case Summary
Ensure customers’ interactions are consistent as they move from one channel to another, and any required actions are recognized and shared to ensure a positive business outcome