Deliver Distinguished Customer Service with Omni-Channel Engagement
SECURING LONG-TERM GROWTH BY MOVING BEYOND BRICK-AND-MORTAR TO ENGAGE THE NEW MILLENNIAL AUDIENCE
UniVoIP’s Cloud-Based Unified Communication and Omni-Channel Contact Center Solutions are fundamentally designed to create a customer-centric culture that proactively engages customers in a way that they value most.
Improve storewide communications to ensure branding consistency
Become experts in mining customer data to understand purchasing behavior
Enhance customer loyalty with a proactive and responsive customer service
Improve staff productivity with collaboration applications on every device
Encourage two-way communication with consumers
Meet customer demand on their preferred channel of choice
All-in-One Unified Communications Solution for Retailers
Consumer expectations are quickly evolving, and delivering exceptional customer service across every media channel of choice is increasingly more critical. With UniVoIP solutions, retailers are staying ahead of the curve and gaining the competitive edge that makes them an industry leader.
Eliminate 3 Major Retail Communication Challenges
Meeting ever-evolving consumer expectations while battling narrow margins
Real-time and historical reporting provides valuable insight on consumer behaviors to enable accurate forecasting of necessary workflows while reducing overall operating costs.
Balancing brick-and-mortar with consumer trends towards digital shopping
Put the consumer in the driver seat. Allowing them to contact you via email, voice, web chat, SM, SMS, or ibot when convenient for them, on the device they prefer, is no longer a luxury but a necessity.
Personalizing the consumer experience to improve first contact and total resolution times
Simple call routing with advanced Interactive Voice Response capabilities ensures that every consumer experience is customized to satisfy their needs in the shortest amount of time.
Powering the Omni-Channel Consumer
Studies show that retail enterprises empowering customers simultaneously across multiple channels of media are more than doubling revenue per customer. When engaging consumers beyond brick-and-mortar stores and entering the world of social media, SMS, web chat, ibot and email, gaining a lasting competitive advantage is made easy.
Omni-Channel Contact Center benefits for retailers:
Speak the consumer’s language with a personalized shopping experience through Interactive Voice Response.
Power a customer-centric culture that improves First Contact Resolution with efficient Call Routing.
Gain customer insight and trends with analytical reporting revealing critical data on buying behavior.
Accurately forecast call traffic and queue performance to plan workforce requirements in advance.
Give agents immediate access to customer information upon an incoming call with WebConnect.
Ensure quality assurance with advanced management and monitoring tools like Screen Recording.
Avoid Downtime with Best-in-breed Security Measures
Data breach statistics show that retailers need to address corporate and customer data and voice security on a more proactive level. UniVoIP’s solutions bring retailers into next generation data security as a solution to their aging complex systems that make them an easy target for hackers.
Avoid loss of proprietary data with password protected devices
Circumvent downtime due to voice network attacks
Secure brand reputation with proactive Business Continuity Plans
Promote customer data security with encrypted voice traffic
Compliance with national and export regulations related to data security
Ensure continuous operations with Geo Redundant Data Centers
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