Utilizing CCaaS integrations to improve your omnichannel contact center

One of the best things about CCaaS is the myriad integrations it supports to improve CX delivery. Here’s how these integrations can be used to improve your contact center’s omnichannel capabilities.

Get in touch with us for more

Utilizing CCaaS integrations to improve your omnichannel contact center

Get in touch with us for more

Customer expectations are higher than ever, and in this landscape, an omnichannel contact center is no longer a luxury, it's a necessity. The good news? CCaaS offers a wealth of integrations to take your omnichannel capabilities to the next level.

Companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement. If you were looking for a reason to implement omnichannel communications in your contact center, here it is.

These integrations can facilitate unmatched personalization, real-time data access, and efficiency improvements. Let’s take a look at how.

How can CCaaS integrations improve an omnichannel contact center?

Despite the potential benefits of omnichannel, there seems to be a lack of investment in it. According to 64% of marketers, a lack of resources and investment is the top barrier to omnichannel marketing.

Here are some integrations you should consider for your contact center, and how they help with the delivery of omnichannel CX:

CRM integrations to improve personalization

By seamlessly integrating CCaaS with your CRM, agents can instantly access a customer's purchase history, past support tickets, and even preferred communication channels when a call connects. No more time wasted recapping old issues—agents can seamlessly personalize interactions and deliver targeted solutions right away, exceeding customer expectations and building lasting relationships.

ERP integrations to access real-time data

ERPs house vital data about your business operations. A strong CCaaS-ERP integration empowers agents with instant access to critical customer experience information, like inventory levels, order statuses, and shipping updates. Imagine an agent instantly confirming order availability during a call as a result of this unified view. This can eliminate hold times and boost FCR rates significantly.

Sales automation integrations to boost efficiency

Sales automation tools go beyond just sales, especially with CCaaS integration. Automate repetitive tasks that drain agent time, like lead qualification and follow-up emails. This frees them to focus on high-value interactions where human touch is crucial. Additionally, agents gain insights into customer interactions with sales teams, enabling them to deliver a more tailored customer experience.

Ease CCaaS integration and optimize omnichannel communications with Blackchair

Regularly auditing your integrations can help you make sure they are functioning optimally and eliminate potential data inconsistencies.

This is where Blackchair Symphony comes in, allowing you to execute critical CCaaS configuration and management operations to create a more productive, efficient, and transparent cloud CX environment.

Optimize omnichannel contact center solutions through complete CCaaS configuration auditing & automation capabilities facilitated by Symphony.

Learn more

FAQs

What is the meaning of omnichannel?

Omnichannel is a business strategy that aims to provide a seamless shopping or customer service experience across all channels, including in-store, mobile, and online. It integrates both physical and digital channels to offer a unified customer experience.

What is the difference between omnichannel and multichannel contact centers?

In a multichannel contact center, while many different channels are open for customer contact, each channel operates in its own silo. An Omnichannel contact center unifies all communications across all channels by breaking down silos to provide a consistent experience across them all.

What are the capabilities of contact centers offering omnichannel functionalities?

Omnichannel capabilities in contact centers offer a consistent experience to customers across all channels and allow them to seamlessly switch between different channels without causing agents to lose the context of the query. This is facilitated by providing the agents with a complete view of the customer journey.

Optimize your contact center’s omnichannel capabilities with Blackchair Symphony

Blackchair Symphony is an industry-leading cloud contact center management solution that facilitates a more productive, efficient, and transparent CCaaS operating environment through its configuration, auditing, and automation capabilities.

CCaaS configuration