Chat, email, mobile, SMS, video, voice – the number of channels that customer service needs to support is rapidly proliferating. And it doesn’t make sense to reinvent the wheel every time. In accordance with this idea, 3CLogic has introduced an API model called the Asynchronous Communications Channel through which it abstracts communications so that traffic can run over any channel and allow for intelligent routing.
“It’s all about customer experience at the end of the day,” notes Guillaume Seynhaeve, director of marketing and business development at 3CLogic, which offers a multichannel suite of cloud contact center solutions. “Customers across the board, we all know they’re using just about every channel there is.”
And with the speed at which the customer service and tech industries are moving, who knows what new channels will be popular six months from now, adds Seynhaeve, who spoke with TMCnet this week at Call Center Week in Las Vegas. That’s why the API model 3CLogic has adopted is so important, he says.
Robert Killory, 3CLogic chief innovation officer, notes that WhatsApp (the app now owned by Facebook) is the No. 1 way to communicate in some countries, so this new API solution allows traffic from apps like that to go into the contact center.
In other news from 3CLogic this week, the company has forged a partnership with social customer service company HelpSocial. The company captures all mentions of a company in social networks and analyzes those, and when they meet the criteria of the organization’s workflow, it sends social comments to the contact center. That way contact center agents can respond to comments. This might come into play, for example, if a person Tweets that he has yet to receive a package from a company. That company could leverage the 3CLogic-HelpSocial solution to get that communication into its contact center and to provide the agent with related information – such as the person’s name and package number – so the agent can provide the person with an update as to the whereabouts and expected arrival of the package in question.
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