Different disconnected channels create the challenge of sharing context across these channels. One has to synchronise with all these channels to be able to know customer’s previous interactions to provide superior customer experience.
Imagine a situation where a customer interacts with Chatbot for one query, then after couple of days chats with an agent for a different issue, sends an email and ends up calling to follow up on the same. In such a situation if the agent is aware of all her previous interactions through these different channels, the whole customer experience elevates.
The customer gets a feeling of being valued and the agent feels more empowered.
Keeping this in mind, C-Zentrix has built a highly secure Omnichannel to offer seamless customer experience between different contact channels.