FUTURE-PROOF THE CX STRATEGY

In order to create the effortless interactions customers crave with the digital options they want, companies must think holistically and future-proof their entire CX strategy.

This means consolidating dial-in phone calls and digital interactions onto a single platform that also supports future AI adoption. Plus, having everything integrated into one seamless platform makes the whole suite of available tools easier for service representatives to both learn and apply.

A call center platform that can facilitate transitions from phone-centric to digital-first customer service is the ideal scenario. Ensuring the platform creates a strong foundation for adopting AI that can support every call center stakeholder is even better.

Designing and implementing a unified platform to work with existing systems- and with security and compliance set in place- leads to less cost, complexity, and risk than dated phone-based systems.

Every customer is unique and dynamic, often favoring one channel over another based on the issue at hand. Implementing a single interaction platform that can handle all types of these responses is critical to create the best possible outcomes every time.

By bridging digital collaboration with phone calls, businesses can facilitate the right interaction at the right time based on the customer need, helping reduce abandonment rates, increase customer satisfaction, and lessen future support requests.

To successfully grow and compete, businesses must be able to support customers in their preferred channels, bringing together calls and digital interactions into a single experience, while creating one unified connection.

Meredith Keller is a Senior Product Marketing Manager at Glia. Glia is the leader and pioneer of Unified Interaction Management: redefining how companies interact with their customers. The Glia Interaction Platform unifies voice, digital customer service, and AI with a unique ChannelLess ® architecture.

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