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Many call centers may provide access via Web or chat, in addition to voice, but they are essentially point solutions, hosted on separate platforms, running separate applications that don't share information. Think of it as multiple silos in one location.
True unified multichannel communications from NexxPhase changes that. With an interactive system that brings together Call Distribution, Voice Response, Web and Chat, management has a complete view of all activity. And customer-facing applications combine the functionality of all systems to provide an overall better customer experience, shorter handle times, and better first-call resolution.
In short, Multichannel Access is the ability to get the information you need, when you want it, on whatever device you choose. This may not seem earth-shattering, but to a call center that relies on basic voice communication,
and 0-9 plus * and # for navigation, the ability to support a modern Smartphone interface with integrated text, chat , Web and Voice is a powerful tool for improving the customer experience and generating more revenue.
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