Commpli is an omnichannel interaction and payments platform offering blended automation in how you interact with your customers for both inbound and outbound communications. This includes phone calls, emails, web chat, SMS, and payments.
It provides a single web interface with an inbuilt softphone, giving your agents a unified workspace where you can control the number of each session type, they handle and dynamically manage how these communications are routed.
It's easy to have some misunderstandings about what an omnichannel platform like Commpli truly offers, so…
What are some common misconceptions of a platform like Commpli?
- It's just about having many channels: Simply offering support via phone, email and chat doesn't constitute omnichannel. True omnichannel provides a seamless and connected experience across all those channels. Commpli ensures that customer data and interactions are shared across all touchpoints, creating a unified experience.
- It's the same as multichannel: Multichannel is about offering multiple channels, but they operate independently. Omnichannel, like Commpli, integrates these channels so customer data and interaction history are shared, providing a consistent experience. This gives agents a complete view of the customer journey, regardless of the channel used.
- It's only for large businesses: While large enterprises benefit significantly, omnichannel solutions are also valuable for small and medium-sized businesses looking to improve customer experience and efficiency. Commpli offers scalable solutions to suit businesses of all sizes.
- It’s only for contact centres: A common misconception for a platform like Commpli is that if you don’t operate a call centre, you don’t need it. In reality, we have an eclectic mix of businesses that use Commpli to engage with their customers and the flexibility, and customisation options, of Commpli open up a wide array of sectors.
- It's all about technology: Technology is an enabler, but the core of omnichannel is the customer experience. It's about understanding customer needs and providing a consistent and personalised journey across all touchpoints. Commpli's customisable agent scripting tool helps to direct the call flow and decision process, enhancing the customer interaction.
- It's too complex and expensive: While implementation requires planning and investment, modern cloud-based solutions like Commpli simplify the process and offer cost-effective options with simple all-inclusive licence options.
Commpli also includes a variety of features to help you manage data, configure campaigns, automate processes, and manage users. Its features, such as interaction recordings, quality assurance scorecards, and live messaging, help to coach agents in real-time and ensure high-quality customer service.
In essence, a true omnichannel platform like Commpli breaks down the barriers between communication channels, providing a holistic and customer-centric approach to interactions and payments. It provides a single view of the customer, regardless of how they choose to interact with your business.
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