Contact Center Automation, Optimization, and Omnichannel
Enhance your existing contact center with an integrated, omnichannel customer experience across customer touchpoints
Your customers demand near real-time communications to answer questions, resolve issues, and access resources. Meeting this requirement using the media that is most comfortable for customers reduces sales and service friction and improves customer loyalty, satisfaction scores and profitability. Our objective with contact center automation and optimization services is to help you achieve this satisfaction level on a regular basis.
As a premier contact center consultant with extensive expertise on Genesys and other technologies, Forty 7 Ronin provides the results sought by your business. Rapid deployment of pre-tested and stable solutions reduces CX costs; speeds time to production; and reduces maintenance burdens. Your executives will love the results, your tech staff will love the ‘Easy Button’ approach, but more importantly, your customers will love your brand (and buy more!).
Forty 7 Ronin’s Contact Center Consulting Includes:
Omnichannel Contact Center Integration – Forty 7 Ronin offers eServices to ensure that your customers can access support in the manner that is most comfortable for them, including chat, email, and SMS. Most importantly, when implemented strategically – new channels can support the overall mission with special data added and all the extras to support advanced detailed reporting – creating a true ominchannel customer experience.
Integrated Outbound Services – Properly implemented automated Outbound Services reduces inbound traffic and provides improved conversion and quick customer satisfaction wins. Outbound services utilize channels like voice calls, email, social media and SMS to proactively notify customers of important events like subscription renewals, product updates, appointment reminders and so forth.
Advanced Contact / Call Center Reporting – Are you getting all the reports and data you need to spot opportunities and maximize revenue while reducing costs? Data is powerful if leveraged correctly, and this requires an end-to-end planning approach across every channel. Forty 7 Ronin’s years of experience in complex enterprise environments with extremely detailed reporting requirements (both real-time and historical) is delivered in a productive and cost-effective model. Learn more about our reporting solutions for Genesys and other systems.
IVR Optimization – With deep expertise in the voice channel Forty 7 Ronin delivers large (and quantifiable) improvements to your IVR system, with services like:
- Performance Tuning – reducing out-of-grammar (OOG) utterances by expanding a grammar or altering a prompt to reduce or remove ambiguity.
- Creating a one-voice customer experience – to reduce complexity and provide a smooth caller experience.
- Localization – Making sure your customers can communicate in their chosen languages.
- Call Scripting and VUI Design – We create logical and intuitive voice user interface and call flows that route and segment calls quickly – to get customers the answers they need quickly and boost your call center metrics.
As just one of many benefits achieved when you properly optimize your contact center, consider the large impact of improving your inbound call containment metrics. As the graphic below illustrates, the cost of handling an issue via a live call can be over 100 times more than when you utilize effective contact center automation.
Contact Center Services
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4 Key Strategies to Improve Your Contact Center Performance and Customer Experience (CX)
The expectations of modern consumers are evolving rapidly. It’s not enough to have a dynamic product — you must also deliver a superior customer experience (CX) at every point of contact. Download now