Centreville, VA (PRWEB) May 21, 2015
Today’s consumer-based contact centers must effectively serve three somewhat competing pressures: 1) customer experience; 2) agent cost; and 3) operational expense. MicroAutomation’s OmniEngage suite of solutions addresses all three.
OmniEngage brings together MicroAutomation’s widely recognized MicroMessenger interactive customer engagement products with the Aspect® Zipwire™ contact center solution – all on a reliable and secure cloud platform. Companies can reduce their customer’s effort to resolve their issue with them through proactive and interactive engagement, intuitive IVR self-service and full multi-channel interactions. Agent effectiveness and efficiency are dramatically improved through market-leading Work Force Optimization (WFO) processes, intelligent call routing and CRM integration. Operational economies are found from a scalable hosted application model which shifts traditional capital expenditures to a usage-based operational model.
“This represents the next major step forward in helping our clients respond to today’s customer expectations in the most flexible and cost effective manner,” states Chad Wright, MicroAutomation’s Vice President of Commercial Services. “Industry studies, including those from the Harvard Business Review, all agree that focusing on reducing customer effort rather than trying to increase customer satisfaction is the key to long-term customer loyalty and retention. With OmniEngage, we have harnessed the most relevant technologies and best practices as either a series of high value individual modules, or as a true Next Generation end-to-end hosted contact center. The ROI’s we can demonstrate are truly amazing.”
OmniEngage℠ – Built on the premise that successful companies must differentiate themselves, or at least reach competitive parity, in the level of customer intimacy they provide. Today’s mantra is ‘Reduce Customer Effort’: Know me; Engage me; Value my time.
MicroAutomation will formally launch OmniEngage at this year’s Call Center Week conference in Las Vegas (http://www.callcenterweek.com).
MicroAutomation is an industry-leading product and services company providing advanced customer interaction solutions across all types of industries for both the public and private sectors. For over 20 years, MicroAutomation has designed and implemented high-impact contact center solutions for Fortune 500 customers and advanced Next Generation 9-1-1 solutions for State, local and Federal government entities, hospitals and higher education.