Omnichannel orchestration and CX technology solutions

We deliver enterprise-class contact center solutions for omnichannel interactions. We support seamless, personalized, and contextual transitions between all engagement channels. Building a fluid omnichannel customer experience requires the ability to integrate multiple best of breed technologies, because getting omnichannel right requires the right combination of technologies.

Conversational Messaging

With over 15 million texts sent every minute, messaging is becoming ubiquitous. The right messaging approach will improve associate productivity, attribution rates, CSAT, and sales. Unleash the power of messaging and reduce calls. Gain a competitive edge with TTEC’s messaging CX solutions, strategic program designs, seasoned conversational designers, and universal associates.

Intelligent Routing

Intelligent Routing gathers customer inquiries through voice, digital, or social channels and then applies rules to route it to the associate best fit to resolve the issue. It increases customer satisfaction by reducing the amount of times a customer is transferred or on hold and decreases the average handle time (AHT).

Journey Orchestration

Knowing why your customer wants to interact with you helps you know what to do to deliver a great result. Predictive channel and customer journey orchestration uses historical intent data to suggest the next best action. Done right, it reduces friction for the customer and increases efficiency for the associate.

Unified Agent Desktop

A unified agent desktop integrates seamlessly, easily, and quickly all communication channels and external applications, such as CRM systems, into a single and unified interface. It increases associate productivity with a streamlined platform that handles all communication channels in one single interface. And building a fluid omnichannel customer experience requires the ability to integrate multiple best-of-breed technologies. Our unified agent desktop is the answer. It is an enterprise-class, highly scalable, all-in-one cloud solution natively designed for digital interactions. Its advanced features make it easy to use and simple to deploy, and give companies the agility to grow their customer service experience as quickly as their business.

Self-service, Chatbots, and IVAs

Give your customers the ability to interact on their own terms and in their own time. Our Intelligent Virtual Assistants (IVAs) leverage sophisticated AI technology to handle customer inquiries quickly and escalate to associates only when needed.

Contact Center Technology

To keep omnichannel customers engaged with your brand, you need to be able to seamlessly move from one channel to the next. Our contact center technology solutions orchestrate a seamless, personalized, and contextual transition between all engagement channels and our Intelligent Automation and AI solutions help you drive costs down and boost productivity.

TTEC Digital

Designing better experiences isn't just about deploying the latest technologies. True end-to-end customer experience transformation happens at the nexus of strategic design, rich data, and thoughtful technological orchestration. TTEC Digital combine CX expertise, technical know-how, leading innovations, and deep partner ecosystems to drive stronger interactions and better business outcomes.