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AI for Service Contact Center AI Contact Center Omnichannel

Contact Center Omnichannel

Seamless customer experiences across every channel.

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AI on any channel

Contact Center Omnichannel routing seamlessly directs inquiries across all channels— phone, email, chat, and social media— while ensuring an integrated customer journey experience regardless of the channel chosen.

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Consistent, personalized service
Maintain context and continuity as customers move between channels to tailor each interaction to the customer needs, leading to higher customer satisfaction.
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Offer choice and continuity
Allow customers to choose their preferred channel or channels to reach out to your business while maintaining a consistent customer journey so agents can understand the context and reasons behind each inquiry.
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Improve efficiency
Route inquiries to agents with the right skills and knowledge to help customers the first time, every time – ensuring quicker and more effective resolutions.
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Unified interface
Provide agents with a single interface to manage all interactions and communicate across multiple channels simultaneously to enhance efficiency and service quality.

Omnichannel

Key Features

Channel Flexibility

Offer channel preference

Allow customers to choose their preferred communication channel or channels to engage with your business whether it’s phone, email, chat, or social media. Different demographics or age groups often prefer different channels based on what is familiar to them. By offering this flexibility, you enable customers to interact in a way that is most convenient and comfortable for them, leading to more personalized and satisfying experiences.

Skills-based Routing

Connect to the ideal representative

Direct customer inquiries to agents with the specific skills and knowledge required to address the customers’ needs. Connecting to the right resource the first time reduces the need for transfers or placing customers on hold while agents look for information or seek assistance. This ensures quicker and more effective resolutions, significantly enhancing customer satisfaction and improving overall contact center efficiency.

Contextual Continuity

Consistent and Personalized Service

Maintain the context of customer interactions as they move between different channels, ensuring that the customer journey is connected and seamless. Preserving the history and context of previous interactions empowers agents to provide more informed and efficient service, reducing the need for customers to repeat information – reducing frustration and improving the customer experience.

Unified Interface

Effective cross-channel communication

Provides agents with a single, unified interface that integrates all communication channels, allowing them to manage interactions seamlessly. Agents can communicate using multiple channels simultaneously, such as being on a voice call while sending a follow up email or SMS, screen sharing, and helping to fill out a form during a conversation. This capability reduces the time spent switching between systems and enables agents to perform cross-channel communication efficiently – enhancing interaction quality and operational efficiency.

Data-Driven Insights and Scalability

Centralized data for analytics and reporting

Consolidate data from all your communication channels, providing a holistic view of customer behavior and preferences, enabling improved analytics and reporting to drive better decision-making and contact center strategy development. And as customer preferences evolve and your business grows the system can quickly adapt by integrating new channels, ensuring that your contact center remains flexible and responsive without disruptions.

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Kore.ai Named a Leader in The Forrester Wave™ for 2024
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