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What is omni-channel?

Omni channel is basically a user engagement approach wherein the company gives access to their products, offers, and support services to its customers on all channels, platforms, and devices, which are unified.

Our omnichannel contact center services help you integrate the latest technologies, and keep up with new customer experience trends. Omni-Channel CRM is a business process that supports the key activities of targeting, acquiring, retaining, understanding, and collaborating with your customers. You can consider it the foundation of your brand’s customer experience strategy. CRM systems will start adjusting workflows automatically for added efficiency.

"Our CRM tool effectively unifies the most common channels like calls, E-mails and social media platform bringing the most relevant communication channels together in one interface, streamlining the company’s interaction with the customer. An omnichannel contact center is software that allows client service agents to give support and share information across multiple channels, including phone calls, exchanges, emails, textbook dispatches, and social media. Support reps can see every client commerce, so guests do not have to repeat themselves."

Why Omni-Channel?

The most common channels used by companies are calls and emails. But due to budget constraints by marketers, lead businesses go to multiple agencies for these services. These agencies do the best they can within their limited budgets, but it is the brand that ultimately suffers as they are unable to enjoy the benefits of a unified view of analytical data. As a result, the brand cannot track, study, and analyze the entire customer journey on all the channels, as customers bounce from one platform to another before landing, buying, and exiting. Our unified Customer Relationship Management capability overcomes this, allowing for immense benefits and raw data that is critical to brand marketers and the brand. Our CRM tool effectively unifies all these platforms, bringing the most relevant communication channels together in one interface, streamlining the company’s interaction with the customer.