Omnichannel

Break Down Silos of Communication

 

In the Age of the Customer, the contact/call center must support multiple avenues of communication for their customers, but that alone is not enough. In addition to calls, chat, self-service, social media, and other avenues, the contact/call center must create a seamless experience between each of these experiences. For example, if a customer chats with a representative on your website and then calls in a few minutes later, that chat conversation should be at the immediate disposal of the contact/call center agent that the customer is talking to on the phone. It’s no longer about multi-channel. It’s about omnichannel, and in an omnichannel contact/call center, there are no silos of communication.

An Omnichannel Approach

SocialMiner
Social media is a big, far-reaching place with numerous sites and platforms, SocialMiner makes it easier to offer customer service through social media. When a customer mentions your brand with a question or complaint, you can respond directly through the platform and resolve the issue in real time.

PureCloud
Powered by Genesys | Interactive Intelligence, PureCloud blends together many of the standard forms of customer service and supplies a comprehensive contact/call center platform for your environment. Learn more about PureCloud.

Finesse Agent Desktop
The Cisco contact/call center platforms UCCX and UCCE/PCCE come with the Finesse Agent Desktop. Finesse is a thin-client desktop interface that combines chat, email, and voice functionality into a single screen and a single tool.

Mindsight Certifications for the Contact/Call Center

  • Cisco UCCE ATP

    The Cisco Unified Contact Center Enterprise Authorized Technology Partner (UCCE ATP) certification is only awarded to a handful of technology partners around the country. Mindsight is one of only 28 partners to earn the distinction and can sell and deploy UCCE and PCCE contact/call center platforms.

  • Cisco Master Collaboration Specialist

    Mindsight is proficient with all Cisco collaboration technologies and earned this certification through hours of classroom instruction and a formal audit.

  • Genesys

    Through our extensive expertise with Genesys contact/call center solutions, Mindsight has earned their highest partner certification. Our consultants and engineers are well-versed in the technology and can help you overcome deployment and strategy challenges.

Mindsight Supporting Services

  • Contact Center Managed Services

    Your contact center can be monitored or managed by Mindsight through a customizable managed services agreement. Our engineers will provide 24×7 alerts, patch applications, and troubleshoot issues in your contact/call center technology.

    Learn More

Interested in an Omnichannel Contact/Call Center?

Contact Mindsight

Mindsight Blog

Read the latest and most relevant technology news through the Mindsight blog. Our most recent articles are below.

Contact and Call Center, IT Design and Deployment, Network Infrastructure

  October 4, 2018 by Siobhan Climer Payment card industry – PCI – compliance is not a clean-cut process. The PCI Security Standards Council is regulated by the credit card industry, not the government, and enforcement of PCI compliance only takes place after a breach.…

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Contact and Call Center

  October 2, 2018 by Siobhan Climer “This call may be monitored or recorded for quality assurance and training purposes.” We’ve all heard the recording when calling in to speak to a customer service representative (CSR) about auto insurance, medical bills, student loans, or manufacturer…

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Contact and Call Center

  September 25, 2018 by Siobhan Climer When you develop a digital customer experience (CX) strategy, your focus cannot waiver from the customer. That can be surprisingly difficult for businesses that see omnichannel, justifiably, as the future of the contact center. With so many channels…

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