|
In today’s competitive landscape, businesses must have systems and processes in place to respond to customer feedback quickly, ideally in real-time, and failing that, at least within 24 to 48 hours.
However, only 17% of companies said that they have achieved this target. CX orchestration can be utilized to achieve them effectively.
Since one of the core processes of orchestration is eliminating data silos and integrating data from various sources, it can provide agents with a more comprehensive view of customer data—resulting in more well-rounded CX delivery.
The focus orchestration places on omnichannel integration is also a benefit to contact center operations. Unifying the customer experience across various channels like phone, email, social media, and chats provides a much better experience for customers.
|