Why It’s Time for Your Contact Center to Embrace Omnichannel


Why It’s Time for Your Contact Center to Embrace Omnichannel
Illustration by Arthur Shlain for Contact Center Pipeline

In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one single cohesive unit. “They expect to interact with brands from anywhere, at any time and on any device, making it imperative for companies to provide the same digital experience to all customers no matter what medium they use,” notes Steve Pappas, SVP of Panviva North American Operations.

Omnichannel is defined as a cross-channel business model and content strategy that improves the user experience. Using an Omnichannel approach allows companies to universally communicate with customers—in all ways or places—at the same time, providing a seamless user experience. Companies must embrace Omnichannel to achieve this consistency across all channels.

Let’s look at the data.

Surveys show that 55% of consumers are willing to pay more for a better customer experience and more than 70% of their buying decision is based on their experience with a brand. Forty-seven percent of these customers are increasingly using digital channels.

The single biggest reason to embrace Omnichannel is to accommodate customer preference. But, while this creates more ways to communicate with customers, it presents its own set of problems. The challenge you face as a company is ensuring messaging and consistency across all channels. “Offering a better customer experience—knowing how your customers want to interact with your organization—is key,” says Pappas. “At Panviva, we are empowering agents to deliver an exceptional customer experience any time a customer contacts them—whether it’s by phone, social channels, bots or website,” he adds.

Designed to deliver consistent and accurate content across multiple channels and drive consistency of message, Panviva’s technology:

  • Empowers agents to deliver real-time, personalized, intelligent information across the Omnichannel—further boosting customer retention, loyalty and referrals—positively impacting your bottom line.
  • Allows split-second agent response time.
  • Covers your entire digital landscape—IVRs humans and bots.
  • Lowers cost of self-service or agent-directed customer service calls.
  • Ensures compliance and reduces errors.

About Panviva

Panviva is reinventing the Omnichannel customer experience and empowering its clients to deliver real-time information to further boost customer retention, loyalty and growth in today’s digital era. Only Panviva software stores knowledge in a single repository and delivers seamless, consistent, personalized and on-demand information, enhancing the Omnichannel customer experience. Global companies across multiple industries rely on Panviva to boost their digital transformation and revitalize their business and customer engagement strategies.

Is your organization’s customer experience all it should be?

Call us to discuss or take a test drive at Panviva.com.

Download the complimentary white paper.