For many organisations, the customer engagement environment is a fragmented one, suffering from isolated teams, silo’d channels and unintegrated applications, which makes it is impossible for agents to deliver a seamless, consistent experience to customers. Engagement management allows businesses to manage these information exchanges and plan for future innovations, giving your agents a holistic view of the customer and ensuring every point of contact is both personalised and accurate.
Single, simple access to knowledge
Attempting to manage multiple applications across multiple channels is demoralising for staff and frustrating for customers. With engagement management platforms all the information your people need is on a common interface making it simple for your team to access the knowledge they need, when they need it.
A better, more informed customer experience
Knowledge is critical and the key to consistency. Knowledge management solutions will provide your people with the information they need, in the right way and at the right time across all your engagement channels; from historic conversations to demographics to purchasing habits, engagement management ensures your people can meet your customers’ expectations.
Self-service and rise of machines
Self-service has become an active preference for the time-poor, tech-savvy digital customer. And let’s not forget that it is a quick and agile solution that will reduce your costs. IVR, Virtual IVR, and now chatbots/AI support self-service, allowing customers to get answers in a fast and simple format. Engagement management integrates these technologies into your existing customer experience portfolio, ensuring that every interaction is recorded.