Spoken Simplifies Contact Center Shift to Omnichannel

Spoken | September 12, 2016

With 68% of US adults using smartphones and interacting across multiple platforms and modes of communication, contact centers must shift to omnichannel communications… and the shift brings a new set of challenges.

It is not an exaggeration to say that technology has revolutionized modern life – it’s an understatement. People are no longer bound by landlines and desktop computers when it comes to communicating with a brand and their contact center. In fact, as mobile devices have emerged as the preferred means of communication, this has created a demand that brands follow and become equipped with a mobile CRM to accommodate the growing mobile trend.  In an article published last year, it was estimated that by the end of 2015, 42% of the global population would own a smartphone. And according to Pew Research, 68% of US adults have smartphones today. This trend has become the defining factor in how customers communicate, shop and engage with brands. Additionally, take a look at how the mobile trend impacts all aspects of brand engagement.

“Take a moment and consider what the mobile experience represents to customers. Mobile is not simply another digital channel; mobile in itself is a multi/omni channel platform with voice, email, web chat, video chat, SMS and social media capabilities. If a customer wants to communicate with a brand, it’s increasingly likely to be through a mobile device.”

Based on this information, we can see that not only has mobile impacted the means through which engagement happens, but because mobile has access to multiple channels, it has also impacted how that communication happens. Mobile devices tend to lend themselves well to a variety of applications such as phone, e-mail, text, video-chat as well as social media apps, making communication across channels as easy as tap and send.  Not only is engagement happening across multiple channels, but customers tend to see this engagement as one continuous conversation as they may hop between channels.  For example, a conversation may start via phone which can be followed-up with a text message containing an online verification code to use when purchasing through the website, all while staying on the same mobile device.

As the number of ways to communicate with a brand have increased, so have the expectations of the consumer when it comes to being serviced by that brand’s contact center.  Seventy-one percent of customers say that valuing their time is the most important aspect of customer service. In today’s fast-paced mobile world, customers expect that their issues will be quickly addressed and quickly resolved. Social media platforms have been a driving force behind raising the customer’s expectation. As customers have used social media to voice complaints, brands have found it necessary to address this quickly in order to avoid negative PR. This has proven to be effective for both the brand and the consumer.  The consumer gets their issue resolved quickly and the brand benefits from the goodwill on display for their public to see.

Spoken connects the whole customer engagement – by voice, chat, email, and social network – to ensure a fast, efficient and quality customer experience.

The Spoken ConversationCenter technology is used by leading companies around the world to help them shift to effective omnichannel communications. From Fortune 500 Enterprises to medium-sized businesses, customers rely on Spoken’s communications technology to deliver consistent, secure, and reliable customer support experiences. All key contact center applications are built from the ground up to work together and deliver the communications and management features all businesses need.

Learn more about the Spoken contact center applications that have expanded beyond live voice to include all digital channels – email, chat, SMS and voice-driven services, like Alexa, Siri and Cortana. They drive rich omnichannel experiences that increase both workforce productivity and NPS scores.