Five Ways True Omnichannel Routing Can Improve Your Customer Experience

Across every industry, customer experience has become the most powerful competitive differentiator. In fact, 78% of businesses recognise customer experience as their most important strategic performance measure, according to a recent Dimension Data Global Contact Centre Benchmarking Report. With customer expectations reaching new heights, every interaction with your brand should be convenient, seamless, and personalised. Routing is a key engine to ensure that your customers connect with the right expert, every time and on any channel.

Read this executive brief to learn five ways true omnichannel routing can help you deliver a better customer service. Learn how to:

• Connect conversations that provide consistent and context-rich customer experiences across all channels
• Reduce total cost of ownership (TCO) through automation and efficiency
• Improve business-IT collaboration
• Increase business agility