Omnichannel - New Way for Unified Communications

 Communication that has remained a critical and an integral part of any business has undergone a huge transformation. In the recent past, technology has remarkably improved the pace, ease, and effectiveness of communication & information sharing.  It has made interactions seamless and efficient. Above all, the use of software offering all these solutions is very easy to use. Omnichannel Communication is the name of this technology.

Omnichannel Communication, which is part of business technology solution,has exponentially evolved in the last two years.  It has changed the way we communicate with customers and colleagues.Customer now expects direct communications with the right person, at the right time, in the right way.

Cloud phone contact center is softwarecontaining a set of tools and applications that work over the internet. It creates a unified hub, assisting the remote cloud-based call center reps to address and resolve all the inbound and outbound customer interactions from multiple channels such as phone call, web, email, chat, social media platforms like Insta, FB etc.

Omnichannel cloud based Unified Communications is a highly sophisticated & easy to use customer support software with an in-built AI. The businesses across the world have been fast on the uptake of Cloud Phone technology, be it Manila or any other city in the world.

When you install the Unified Communications software, it gives your client options to communicate with the customer support agent via multiple channels. He or she can communicate via phone, chat bot, social media, email, WhatsApp, etc. Based on the nature of the query, the call (through in-built AI software) is diverted to a relevant support executive havingexperience in handling similar issues and can resolve the query faster.

This unified communication software can be synched with device of an executive working remotely, from office, or any other location.  S/he is provided with one login/gateway to track unified history of the entire conversation to resolve the issue, irrespective of which channel the customer has used to communicate.  Thus, cloud phone software solutions can assist Sales & Support teams to improve customer experiences