Contact Center Solutions Featured Article

transcosmos, Oracle Japan and INTEC Team Up To Deliver Omni-Channel Customer Support

September 03, 2014

One of the recent customer support trends involves integrating social customer support with the traditional support channels. Rising a step further, transcosmos has introduced a support solution that is uniquely designed to achieve two goals—ensure end user convenience and improve contact center efficiency. This Omni-channel Support Service from Transcosmos reportedly combines Oracle (News - Alert) Service Cloud and INTEC’s Call Crayon" Customer Contact Enhancement Solution.

Today’s busy customers seek to solve the issues on the go, using any connected device at their disposal. Oracle Service Cloud, a cross-channel cloud application enables the businesses to deliver customer support through a variety of devices and channels including telephone, email, Web and chats. The application works as a central database for all sorts of customer inquiries. It also helps provide knowledge of customer inquiries via the Web, contact centers and social media, helping customers resolve issues on their own.

Call Crayon is a customer contact enhancement solution, jointly provided by INTEC and TIS. The service has been designed to obtain transactional information from both Web and telephone and then utilize the information for the marketing purposes. The solution is based on its unique, registered technology called PhoneCookie.

As its name implies, the Omni channel support services allows the end users to obtain help from both Web and call center via single channel, their smartphones. Powered by Oracle Service Cloud and Intec (News - Alert) Call Crayon solution, Transcosmos’ Omni-channel Support Service lets the end users access a company’s FAQ page right from their smartphones. If they find the information at the FAQ page inadequate, Omni-channel Support Service helps them connect directly to the company’s contact center by simply tapping a button displayed on the screen. The system allows the call center agent to automatically obtain the page information that has been browsed by the caller. This helps resolve the issues faster and in a more effective manner.

In addition, the customer support solution includes research and analysis service of transcosmos. This feature allows for the effective analysis of the logs accumulated through calls and Web. This information can then be utilized by the marketers for devising targeted campaigns.




Edited by Maurice Nagle

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