Unified Communications Omnichannel

Expand your customer engagement across channels

Unified Communications Omnichannel overview

Customer engagement today is more multichannel than ever. While the phone remains popular, customers also want to connect to your agents using chat, web callbacks, email and Twitter. However, to be successful, multichannel customer engagement needs to be integrated and seamless. This makes it easy for customers to choose the channel that works best for them while also providing you with the tools required to manage the experience you deliver.

Unified Communications Omnichannel from Spectrum Enterprise is an add-on to your Unified Communications or Hosted Call Center solution that addresses this challenge.

Product highlights

• Empower customer engagement: Customers can easily connect to an agent from a range of channels, including voice, webchat, web callback, email or Twitter
• Maximize agent resources: Manage the distribution of incoming communications across agents to ensure a timely response and make the best use of resources
• Gain insights into agent performance: Get status of voice calls, web chats, web callbacks, email and tweets that have been answered, queued or missed
• Improve customer response rates: Connect to customers across all channels in a consistent and timely manner for faster customer response times
• Accelerate deployment: Take advantage of administrative tools and customization options to quickly get omnichannel capabilities fully operational

Key features

• Agents can easily escalate from a chat to a voice call to better assist customers
• Intelligent, flexible routing parameters and distribution policies ensure customers are connected to the right agent
• Unified interface displays all communications channels and simplifies handling of customer inquiries
• A directory of responses and links to resources helps agents respond efficiently
• Customizable dashboard shows queue statistics and agent performance, including average time spent and missed, received and answered conversations across channels
• Thresholds are managed by setting parameters to create visual alerts that enable agents to identify performance issues  

Agent interface

The Hosted Call Center agent screen displays customer requests across multiple channels.

Channels

• Web chat: Visitors have the option to connect using chat and then easily transition from a chat to a voice call. Customize the chat widget with your brand. Learn the web page of customer chat origination. Use prepopulated responses and save and review chat transcripts.
• Web callback: Give the option to instantly request a callback from the most appropriate agent instead of requiring customers to wait on hold.
• Twitter: Respond to tweets quickly and easily while keeping within Twitter’s character limits. Send public or private tweets. Take advantage of preapproved responses and links for quick and consistent replies.
• Email: Manage emails through the same intuitive interface used for web chat, web callbacks, voice calls and tweets. A directory of email responses, links to resources and email signatures help agents respond consistently and in alignment with your brand.

Omnichannel is sold per user and includes a customer relationship management (CRM) solution. Media streams/channels (web chat, web callback, email, Twitter) are sold separately.

Learn more at enterprise.spectrum.com/omnichannel.