Based on an Ovum survey, telephone remains as the preferred communication channel of consumers for the past three or four years. However, the demand for alternative contact methods is growing - email, social media, chat and SMS. Enterprises should recognize this and partner with a vendor that can develop an effective omni-channel solution that fits its clients' needs.
EGS' omni-channel solution collects consumer information from both voice and non-voice interactions into one broad database to provide a comprehensive view of the customer's profile. This data allows EGS to determine what consumers want from an omni-channel perspective, which ultimately contributes to positive customer interactions and brand loyalty.