Omni-channel has been a dream in the unified communications space for a long time now, but it’s been a struggle for many organizations to implement. They want it, but organizations either can’t afford the high price tag or deal with the time it takes to deploy it (not to mention the integration frustrations everyone has experienced or at least heard about). In fact, it can be such a challenge that, according to The Global State of Customer Experience from CX Network, 36% of organizations support only 1 to 2 contact channels. And, just as bad, only 7% of organizations have a true omni-channel approach. Whoah! Those stats are appalling.
With all the buzz about delivering consistent customer experiences, it should be easier to create one, right? Let’s be honest and say…it hasn’t been. Disparate systems from multiple vendors that live on local systems take a long time to deploy, cost a ton, and take an even longer time to integrate seamlessly--if they do at all. That’s where cloud solutions come in. The time to market is quick, management is simple, and, when it’s a truly unified solution, all of the channels are built right in.
You know the old adage, “Give your customers what they want when they want it.” With cloud solutions, you can be where your customers are and deliver an exceptional customer experience no matter what channel they use. There are no more excuses. So, what’s holding you back?
If your current communications platform doesn’t support an omni-channel approach, check out Huddle Basic. This UC product supports the idea that work is an activity, not a location. It’s full of tools that help teams stay connected and lets them collaborate with one click, whether it’s face-to-face video chat, over the phone (using any device), internal chat, and more, all within one platform.