Unified Commerce – A Step Up From Omnichannel

Cross-channel reconciliation is difficult so you can’t offer total flexibility to your customers. Not to mention, implementing changes that impact multiple channels and regions can be complicated. With unified commerce, payments from all your channels feed into the same system. This allows for greater flexibility for your customers and better insights for you.

What is Predictive Behavioural Routing and How Can it Benefit CX?

Despite CX personalisation being a priority at 93% of contact centres, a staggering 95% of them are yet to use intelligent routing to personalise customer interactions. Intelligent routing matches incoming calls with the perfect agent, who is best suited in terms of personality, skills, knowledge set, and availability to quickly and effectively address the caller’s query.

The end of the omnichannel era

Omnichannel has emerged as one of the main promises of companies to improve the user experience. Basically, the strategy consists of allowing the customer to make choices according to his purchase profile and how he prefers to be served. Although the objective is very clear and the concept very simple, it was never really adopted by companies.