Customer Interaction and Contact Channel Options

Send meaningful correspondence and interact with your customer when and through the contact channel of their choice with TECHCOM OMNI-One

Our hosted TECHCOM OMNI-One solution ensures your customers interact with you using the channel of their choice when and how they want via secure, self-serve, compliant, uninterrupted, 24-7-365 disaster recovery-business continuity enabled services.

Keep pace with the ever-changing personal technology landscape with the always evolving contact channel suite that includes integrated support for legacy customer contact channels as well as embedded capability for the latest digital channels.

Use the TECHCOM Decision Segmentation Workflow process manager and strategy engine to determine when and through which contact channel you should be using to interact with new or existing customers.  Create automated response handling strategies for a real-time customer interaction experience.

Use TECHCOM OMNI-One to send correspondence to, and receive correspondence from, new or existing customers.

Use TECHCOM Customer Relationship Manager to track all interactions with customers and to provide feedback outcome data to the TECHCOM Decision Segmentation Workflow process manager and strategy engine to make better informed current-day decisions.

Engage your new and existing customers by creating a personalized experience focused on offering them what they need and when using the contact channel of their choice.

TECHCOM OMNI-One legacy contact channel capabilities include support for:

  • Phone (including voice recording capture and store)
  • Dialer
  • Fax (automated generate, send, receive, attach)
  • Mail / Post
  • IVR / IVM
TECHCOM OMNI-One digital contact channel capabilities include integrated:
  • 2 way SMS
  • 2 way Email
  • Live Chat
  • Self Serve Portal
  • Payment Gateway*

TECHCOM OMNI-One contains digital and legacy contact channel embedded capabilities that include:

  • Optical Character Recognition (OCR)
  • Correspondence template creation
  • Document storage and management
Digital Contact Channels

Keep pace with the ever-changing personal technology landscape with the always evolving contact channel suite that includes integrated support for legacy customer contact channels as well as embedded capability for the latest digital channels.

Use the TECHCOM Decision Segmentation Workflow process manager and strategy engine to determine when and through which contact channel you should be using to interact with new or existing customers.  Create automated response handling strategies for a real-time customer interaction experience.

Use TECHCOM OMNI-One to send correspondence to, and receive correspondence from, new or existing customers.

Use TECHCOM Customer Relationship Manager to track all interactions with customers and to provide feedback outcome data to the TECHCOM Decision Segmentation Workflow process manager and strategy engine to make better informed current-day decisions.

Engage your new and existing customers by creating a personalized experience focused on offering them what they need and when using the contact channel of their choice.

Digital Contact Channels
TECHCOM OMNI-One digital contact channel capabilities include integrated:
  • 2 way SMS
  • 2 way Email
  • Live Chat
  • Self Serve Portal
  • Payment Gateway*
Legacy contact channel capabilities

TECHCOM OMNI-One legacy contact channel capabilities include support for:

  • Phone (including voice recording capture and store)
  • Dialer
  • Fax (automated generate, send, receive, attach)
  • Mail / Post
  • IVR / IVM
Digital and Legacy contact channel

TECHCOM OMNI-One contains digital and legacy contact channel embedded capabilities that include:

  • Optical Character Recognition (OCR)
  • Correspondence template creation
  • Document storage and management
Correspondence

TECHCOM Correspondence Manager (for Letters, Forms, SMS, Email and Live Chat)

Use the TECHCOM Correspondence Manager to create complex, detailed and multi-page correspondence templates that can be used for virtually any customer interaction. The intuitive user interface allows business users the ability to create templates containing elements including data fields, graphics, formulas and calculations, headers and footers, free-form fields, different font types and sizes, images, color, one-sided or two, letter or legal, portrait or landscape, etc. – common functionality found in word processing and spreadsheet tools.

The TECHCOM Correspondence Manager has preview capability as well as the ability to create PDF instances of correspondence viewable via the embedded document management functionality of TECHCOM Customer Relationship Manager.

Use TECHCOM OMNI-One to send pre-filled personalized correspondence templates to new or existing customers via legacy or digital contact tools.

Use TECHCOM Decision Segmentation Workflow process manager and strategy engine to create and manage strategies to engage a new customer or correspond with your existing customers via the contact channel of their choice – and manage the customer interaction using automated response handling strategies with agent assist to handle exception scenarios.

How does it work? Your customer interaction and engagement strategies will pre-fill select correspondence templates created using the TECHCOM Correspondence Manager with personalized messaging which will be sent via the contact channel of your choice (or the preferred contact channel of the customer) using TECHCOM OMNI-One.  For customers responding via one of the digital contact channels, their responses will be met with automated personalized templated responses as determined by your always evolving response handling strategies.

The 360° customer relationship and the customer interaction can be viewed on the TECHCOM Customer Relationship Manager, including, for authorized business users, the ability to provide manual free-form responses.

Security

Audit Trails and Storage

The TECHCOM Customer Relationship Manager comes with secure embedded document storage and management capabilities designed to store and protect sensitive customer information at the customer account or 360° customer profile view.  The document storage and management engine supports most of the known formats including PDF and the popular word processor and spreadsheet formats. So as to meet and where possible exceed internal audit requirements, the TECHCOM Customer Relationship Manager includes different levels of logging and tracking of agent or system interactions with each data field.  To keep with the audit theme, the TECHCOM Customer Relationship Manager comes equipped with data retention capability which can be configured to support the unique data retention rules of your organization.
Chat

TECHCOM Live Chat

Have each of your agents handle up to 9 customer live chat interactions when using the TECHCOM Live Chat module of TECHCOM OMNI-One.  TECHCOM Live Chat comes with functionality including customer queuing and agent-to-agent transfer capability, as well as the ability for a manager to view and participate in an agent-customer interaction.

Use the TECHCOM Decision Segmentation Workflow process manager and strategy engine to introduce automated live chat response handling strategies – giving your customer a self-serve option prior to having them engage with one of your agents.

The TECHCOM Live Chat interaction is stored on the TECHCOM Customer Relationship Manager at the customer account and available to the 360° customer profile view.  Select agents have the ability to send a copy of the live chat interaction via the customer requested and preferred contact channel.

Solutions

Questions? Contact us to learn more.

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