The omnichannel ecosystem
Omnichannel customer service is an ecosystem of people, processes, innovation, analytics and technology working together to enhance the customer experience. Our holistic solution includes:
Omnichannel CX - the big opportunity
In this TED Talk-style presentation, TELUS International President and CEO Jeffrey Puritt describes the importance of creating a true omnichannel customer experience. By enabling a consistent experience across channels, brands can build and sustain meaningful, long-term relationships with customers. That's where the true opportunity lies.
Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omnichannel strategies.
― Aberdeen
75% of consumers expect a consistent experience wherever they engage (website, social media, mobile, in person).
― Salesforce
42% of customer service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications.
― Forrester
Over half of all customer interactions happen during a multi-event, multi-channel journey.
― McKinsey & Company
Delivering Omnichannel Customer Experience
Everest Group, in partnership with TELUS International, has released its second paper in a two-part series, offering a practical guide to successful omnichannel execution.
The value of an omnichannel solution
Pursuing a thoughtful omnichannel strategy has many benefits for both customers and your company.
Improve CX
Customer journeys can be chaotic with multiple company touchpoints. Overcoming siloed support channels goes a long way to ensuring a consistent and low-effort experience.
Increase customer loyalty
Loyalty is driven by a personalized and effortless experience by empowered agents with the supporting technology.
Gain operational efficiencies
Omnichannel enables real-time visibility for enhancing CX processes while improving metrics and reducing duplicate efforts across channels.
Enable innovation
When cloud-enabled, omnichannel has no fixed limits with the ability to more easily integrate new support channels like video, bots and more into the customer care environment.
Enabling technology
Our flexible approach means working with your existing technology and/or bringing our own suite of next-gen digital solutions to the table.
Cloud Contact Center
Our scalable TELUS Cloud Contact Center solution uses Cisco’s Hosted Collaboration platform, an end-to-end enterprise grade solution that provides you with the latest contact center technology, enabling you to scale up and down as your business changes, while providing each team member with the exact features required to deliver the best omnichannel customer experience.
Learn moreCX Connectors
Customer Experience (CX) Connectors is our sophisticated digital enablement solution that links back-end platforms, collates valuable pieces of user data, and serves as a ‘golden record’ for every customer. The result is an effortless, personalized, next-gen experience for both customer and agent.
Learn moreThought Leadership
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Battle of the buzzwords: Omnichannel vs. Multichannel infographic
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