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Omnichannel Channel Contact Center Communications in a UC Environment

Omnichannel contact center communications means more than offering multiple channels. It means sharing information between those channels, and using customer, agent, channel and interaction information to offer the customer the best experience in whichever channel they prefer, be it email, chat, voice, SMS, or social.

To help companies understand omnichannel contact centers and what they do, the Cisco Customer Journey Platform team has put together a four-part blog series to outline the “who,” “why,” “when,” and “how” of migrating a call center to a unified omnichannel contact center.

Part One: Who Needs Omnichannel Contact Center Communications in a Unified Cloud Environment
In part one of the series, we explore the different types of companies that can benefit the most from moving to an omnichannel contact center. These include growing companies, companies opening new markets or relocating, and companies that need a more strategic approach to the channels they have. Read more.

Part Two: Top Six Reasons Why You Need an Omnichannel Contact Center
In part two of the series, we look at the top reasons why a company would want to migrate to an omnichannel contact center system. We discuss the many benefits an omnichannel contact center provides, which include improved agent productivity, management visibility, business performance, customer experience, competitiveness and several others. Read more.

Part Three: When to Migrate to a Unified Omnichannel Contact Center
In part three we discuss how you know when it’s the right time to migrate to a unified omnichannel contact center. For example, some signs it is time to upgrade to a unified omnichannel contact center environment is when it becomes complicated to manage and control business Key Performance Indicators (KPIs, including agent productivity and effectiveness), when competition becomes more intense, and when customer satisfaction starts to decline. Read more.

Part Four: How to Implement an Omnichannel Strategy
In part four we discuss recommended best practices for implementing an omnichannel strategy, including creating customer personas, analyzing call resolution and customer satisfaction data, and how to prioritize and phase-in the migration for a graceful and successful rollout. Read more.

We hope you find this series useful. The next Cisco Customer Journey Platform blog series will be be about analytics: customer engagement analytics, call center analytics and contact center analytics.

About the Author

Rich is a member of the Customer Journey Platform marketing team. He has built a 25-year career in Silicon Valley bringing new B2B cloud and on-premise software technologies to market including contact center systems, Big Data analytics, Business Intelligence, interactive development environments and web application servers. He has held sales, product management, product marketing, solutions marketing, partner marketing, GM, VP and CMO positions.