Customer conversation

Your customers don’t think about channels, so neither should you. Be where your customer is, regardless of channel, with Salesforce® Omni-Channel and ContactWorld Unite.

You should be considering an omni-channel strategy if you don’t have one, or looking for ways to simplify the management of omni-channel if you already have a strategy in place. Your customers don’t consider different channels as different conversations and therefore expect interactions to be fluent, regardless of location, device or channel. Accommodating omni-channel capabilities allows you to meet your customers wherever they are and interact in a way that best suits them.

With ContactWorld and Salesforce® omni-channel you have the flexibility to:  

  • Manage your channels and oversee complete customer interactions  
  • Streamline your operations and improve the customer experience with omni-channel  
  • Provide real-time performance metrics of your omni-channel strategy
  • Gain deeper insight into service levels and thorough business analytics
  • Deliver personalised contact handling omni-channel
  • Increase the productivity of your service teams

Enhance your omni-channel strategy to enhance your business, increase revenues, and better connect with your customers. Remember, businesses that refuse to adapt to customer demand cannot survive.

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74%

of 8,000 consumers in Ovum study now use three channels to interact with a company.

Salesforce® integration

Together, Salesforce® and ContactWorld handle all communications channels better than ever before.

Looking to manage inbound communications? Take advantage of Omni-Channel from Salesforce® and ContactWorld to achieve superior voice channel and insightful business critical analytics in real time.

ContactWorld provides all you need with a unified queue, dynamic and skills based routing and cross channel prioritisation.

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Key features

  • Personalised routing and contact handling
  • Effortless customer experience
  • Productivity boost

Next Generation Customer Service.

Customers expect an appropriate and considered response, in a way that makes sense to them. Having one team to handle voice, and one for email and another on social has not made a noticeable difference to customers and their situation. Why? Simply because it has not resulted in an experience of personalised service, or it just takes too long.

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Benefits of Unite

Real-time Service Level Analytics

Real-time Service Level Analytics

Real-time service level monitoring.

Dynamic routing and contact handling rule management to ensure SLA are met.

Prioritisation

Prioritisation

Contact prioritisation by segment and context, not purely channel.

Channel is an attribute of a contact, not the defining feature.

Self-Service and Dynamic Announcements

Self-Service and Dynamic Announcements

Enable self-service for simpler enquires and pre-empt information requests.

Serve information to the customer using sophisticated data look ups into Salesforce® and other 3rd party systems.

A game-changing increase in fundraising of 225%

See the power of Unite
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