DialOnce

Breaking Down the Silos in Contact Paths to Achieve an Omnichannel Vision

Updated on 10/01/2024
Unifying contact paths for omnichannel vision with DialOnce

To comply with new practices and accelerate digital transformation, companies tend to multiply contact channels. However, the proliferation of these independent contact journeys creates silos that prevent a unified omnichannel vision. Indeed:

  • Each channel involves training, deployment costs, and project expenses to optimize the journeys.
  • The repetition linked to the use of different channels for the same request creates customer irritants, with direct consequences on loyalty, not to mention the increased demands on advisors.

To optimize costs, the customer experience, and with the goal of achieving First Contact Resolution, it is therefore necessary to break down these silos by pooling contact journeys.