Omnichannel

Omnichannel is a strategy that focuses on delivering a consistent customer experience across all communication and sales channels. This strategy uses a variety of different channels such as phone, email, chat apps, social media and in-person visits to ensure an integrated and consistent customer experience.

Omnichannel involves combining all the available channels and resources that a company uses to interact with customers. For example, if a customer leaves a request on a website, they should be able to continue the same conversation via email, chat, phone, or any other channel they are comfortable with. If a customer uses customer support services on one channel, they are able to continue that conversation on another channel without having to repeat their request, i.e. the context of the dialogue is maintained.

COMVERGA Omnichannel allows you to integrate different communication channels into one multi-channel platform.

It is increasingly important to offer a personalised and consistent service to continuously improve service levels. Personalisation is now taken for granted by customers, but if a company gets it wrong, customers can take advantage of alternative options on the market.

COMVERGA Omnichannel is a revolutionary combination of technology, dialogue and admin capabilities to deliver the most personalised, interactive and relevant content to the customer.