Multi-channel Contact Centre

In a May 2010 survey, ProtoCall One found that one out of every six UK call centres (16%) was then recruiting for agents to support multi-channel contact centre projects. This finding reflects the fact that the contact centre industry has finally recognised that the time is right to gear up to support not only voice but also email, text messaging and online collaboration such as web chat.

Best practice approach

The good news is that ProtoCall One customers are already ahead of the game. For example, NSPCC recognised two years ago that the children and young people who need to use its ChildLine service are far more willing to interact via these new contact methods.

See how The NSPCC launched its multi-channel service:



The NSPCC needed to provide its counsellors with the desktop tools to manage all types of interaction in a consistent way. With Genesys Agent Desktop, we helped them to implement a true Multi-channel contact centre solution that dramatically reduced the training time for the 1,400 part-time workforce. Read about The NSPCC.  

Online channels - responding to growth

So it is increasingly important to be able to respond to the customer when they are using your online site. Genesys Multi-channel communcations enables cross-channel conversations that deliver a consistent experience as customers transition to non-voice channels.

A Multi-channel contact centre can support the following types of contact:

• Call back - where the system recognises that a user is ‘stuck’ on a particular page and a pop-up window appears allowing them to request a telephone call from an agent
• Web chat - similar to call back but where an online live chat session is instigated by the contact centre agent
• Collaboration tools - specialist functions like online whiteboarding where content is pushed to the user by the call centre agent
• Chat moderators - where the contact centre agent has direct online involvement in a community - for example this is popular in the gaming industry where chat moderators act as hosts in an online bingo hall
   

Gensys Cloud-based Software as a Service
For the contact centre requiring the benfits of the Genesys platform and flexible growth and pre-set cost there's ProtoCall One G-Cloud™ which quickly delivers the power of Genesys without upfront investment.

Ask A Question

Share On LinkedIn

Tweet This