A roller-coaster ride

CELFOCUS Omnichannel video series – Reinventing Relationships (Part 3)

Call To Emotions — Dec 2017 by Nuno Periquito

Imagine you just moved to a new apartment and want to acquire a new telecommunications plan. After looking online and comparing offers, anguish sets-in, what to buy? What plan is better for me?

If information is available to help you decide on the best package, there is a sense of relieve and achievement. But then, the SMS confirming everything is ok never arrives and stress sets-in. Again, being able to call the operator and clarify the situation helps overcome any worrisome and builds confidence that everything will be ok.

When organisations look at the customer journey from an integrated perspective they gain precious insight about customers´ emotions. An emotional gradient which plays a central role in understanding pattern behaviour and shares light where organisations are exceling and also struggling.

It’s not uncommon for organisations to look at the customer experience from a channel perspective. The contact centre has its own KPIs, the same with the ecommerce platform, in the end it’s like the customer is interacting with many organisations with different processes, offers and services. There isn’t anyone connecting the dots.

CELFOCUS Omnichannel supports CSPs gain visibility over the customer journey. It is a telco oriented solution, developed to ensure a consistent customer journey, regardless of the touchpoint. It covers sales and customer care scenarios for Assisted channels (shops, call centres, partners, and field engineers) and Non-Assisted channels (eCommerce and self-care), supported by a common and smart platform, for a seamless cross-channel experience.

By providing a 360-degree customer view combined with a timeline of customer interactions (regardless of the channels used), CELFOCUS Omnichannel helps agents recognise customers quickly. The solution allows the pausing and resuming of customer journeys, enabling them to continue where they left off, in a transparent and valued added way.

This solution empowers CSPs to shift from optimizing individual touchpoints to designing a fully integrated cross-channel experience by consolidating all channels in one technology, ultimately decreasing its TCO.

CELFOCUS Omnichannel delivers a cross-channel vision, where processes are not only available in the various channels, they are used seamlessly and interchangeably across them.

If you were curious about how the story in the beginning of the article ends, pop over to Celfocus’ Vimeo channel and check out the Elizabeth’s journey when buying a new telecommunications plan. CELFOCUS OMNICHANNEL, made it look simple by mitigating risk when she was confused or needed more information and amplified the experience by acknowledging the interaction context and providing top notch service.