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Omnichannel Orchestration

Every channel. In sync. All the time.

 

Omnichannel Orchestration

Every channel. In sync. All the time.

 
 

Drive business results with omnichannel CX Technology

Imagine if you could enable internal systems to operate seamlessly together to deliver frictionless technology experiences for employees and customers across every channel and direct customer queries to the optimal channel for each interaction. Our omnichannel orchestration solutions make it possible. Today's hyper-connected customers want to engage with brands on their terms, regardless of channel, and they expect it to be simple, seamless, and consistent. We help you realise the true value and business results of omnichannel through orchestration, not just technology.

 
  • Journey Orchestration
  • Experience Design
  • CRM Development
  • Messaging
  • Systems Integration
  • Cloud Contact Centre Platform
 

Journey Orchestration

Orchestrate great experiences

Humanify® Journey Orchestration's cloud based platform allows companies to
deliver a true customer-centric omnichannel experience. Customers are guided along
a course based on real-time insights and data, across all digital touchpoints. It's
Customer Engagement Hub allows brands to orchestrate seamless interactive journeys
across existing systems, touchpoints and data, enabling companies to create interactive
and engaging customer-led experiences for the ultimate in personalised services.

Learn more about our journey
orchestration platform >>

 

Customer Experience Design

You won't get there if you don't know where you want to go.

The first step to delivering better customer experiences is to document
your aspirations. Our Customer Experience Design solution storyboards
the end-to-end ideal customer experience and connects the dots between
interaction points and workflows across multiple channels.

 

CRM Development

The foundation of exceptional customer experiences.

Productivity, operational efficiency, and customer satisfaction are all adversely impacted when
Customer Relationship Management (CRM) systems aren't properly integrated into a company's
contact centre. On one side, associates are challenged by disconnected systems, multiple knowledge
bases, and a lack of back-office connectivity. On the other side, customers are frustrated by a
lack of consistency and personalisation. Our CRM solutions design and implement an effective CRM
system to unify and optimize customer data to gain a full view of the entire customer journey.

Learn more

 

Unleash the Power of Messaging

Rapidly reduce calls in as little as 3 months

Is your brand truly ready to meet customers anywhere, and at any time?
Strong messaging channel implementation can improve attrition rates,
CSAT, sales, and associate productivity. Gain a competitive edge with
TTEC’s Humanify® messaging platform, strategic program designs,
seasoned conversational designers, and universal associates.

Learn more

 

Systems Integration

We're systems and technlogy experts.

Reduce risk by partnering with proven experts who have a 95% client renewal rate year-over-year.
Our professional services has over 20 years experience designing, managing, and implementing
integrated multi-vendor contact center technologies and infrastructures. We blend reliable
platforms and service and industry-leading hardware and software applications to
deliver best-in-class customer experience solutions at any scale.

 

Cloud Contact Centre Platform

Delivering best-in-class contact centre solutions at any scale

Today's customers have more choices than ever. If you don’t create a positive connection,
the competition is just a click away. That is why it is more important than ever to create
personalised, customer-centric experiences that represent your brand. Great technology and
design is essential to delivering connected customer experiences. Our Humanify® Technology
Platforms deliver enterprise-class contact centre solutions for omnichannel interactions. They
support a seamless, personalised, and contextual transition between all engagement channels.

Learn more

 
 
 

See how our omnichannel technology orchestrates an optimal customer journey.

Meet Chris. He is having issues with slow internet service.
App offers
self-help
STEP 1 Chris logs into his app and uses self-help to find out how to reset modem. It is still not working, so he requests a call back within the app.
Omnichannel platform
STEP 2 The associate recognises Chris and asks one security question to confirm identity. After diagnosing the issue, a technician visit is scheduled during the call, and Chris receives a confirmation text.
Seamless handoffs
STEP 3 The technician visits and fixes the problem, while also explaining how Chris can optimise internet speed.
Smart Chatbots
STEP 4 Chris fails to take notes and launches the chat function on the website to find the answer. The chatbot offers answers to optimise his internet speed.
Call deflection
STEP 5 Chris is able to follow the chatbot instructions which optimises his internet speed and he then tweets about a positive service experience.
 
 
Case Studies
Retail Industry 85% Improved first call resolution (FCR) Thanks to our Humanify omnichannel cloud platform with advanced interactive voice response design and speech self-service.
Retail Industry 16% Improvement over CSAT goals We achieved improved customer satisfaction by offering customers convenient access to technical support through digital channels.
Financial Services Industry 90% Net Promoter Score(NPS) improvement We increased NPS by improving CX with an omnichannel platform that created a full client view across all customer channels.
 
 

Transform your Omnichannel Vision into Reality

In this strategy guide learn about trends that are influencing the direction of omnichannel implementations, barriers to omnichannel success, and remedies to overcome them.

Get the omnichannel strategy guide See more resources

Ready to realize the true value of omnichannel?

 

Let's get started