Client Solutions

Customer Interaction Hub

Enhance the customer experience while preserving and extending the value of your existing CRM, billing, and legacy systems.

Break Down Cross-Channel Technology Barriers

Enable customer information, activity, and behavior to flow seamlessly from channel to channel.

Turn Disjointed Interactions into Contextual Customer Journeys

Are your customers frustrated by the lack of continuity between interactions as they move from channel to channel? Do they have to repeat their information every time they switch from your website to your IVR? Our Customer Interaction Hub can help you break down technology barriers and allow interactions to be collected and presented in their proper context. 

Follow Digital Breadcrumbs

Web visits, chats, phone calls, IVR interactions, and CRM systems all leave digital breadcrumbs. The Customer Interaction Hub builds a contextual and actionable summary of all of these interactions. For example:

  • For each web user, we track clickable items that have business meaning, such as viewing a bill or buying a product.
  • For each call, we look at authentication credentials and automatic number identification (ANI)

Then we apply business rules to influence the desired outcomes of the customer journey. The result is an enhanced level of personalization that improves the customer experience and boosts loyalty, while matching sales and services resources to customer value. 

Related Resources

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