NEC says that a key challenge for contact centres is keeping up with today’s tech-savvy consumers and their demanding expectations of ‘omni-channel’ engagement.
According to the company industry research echoes this showing that businesses that have adopted a multi-media strategy have achieved a 91% increase in customer retention.
However, this has to be within an agent’s every day capabilities and an estimated 81% of contact centres are in fact looking to simplify their agents desktop.
Striking the right balance can be tricky and something that’s been addressed with NEC’s latest UCB Contact Centre which aims to streamline the experience for both customer and agent.
The new TouchPoint interface delivers increased efficiency with a more intuitive and graphical interface. It allows agents to handle multiple interactions more easily, displaying what an agent needs and when they need it. This helps achieve first contact resolution, whether by phone, email, SMS, social media chat, IVR, video or self-service web interface.
Other enhancements include a revitalised webchat functionality – another growth area where customers are now using to get in touch with contact centres. NEC’s UCB Specialist Andy Loffman says, “Responding to the growth in webchat, UCB is now more intuitive including a familiar IM chat browser for the agent. Queuing is also more visual – webchats can be prioritized as you would with call queues.”
NEC Business Partner Peter Daly of Daly Systems Ltd adds, “What sets this latest release apart from the competitors is the sheer ease of use. The enhanced graphical interface makes it easier for a contact centre to access multimedia features which in turn generate a slicker customer experience. Agents will love it.”
Picture Caption: NEC’s Andy Loffman and Nick Thompson give UCB’s TouchPoint a bench test