Two to three years of development were devoted to the customer journey and their experience when they call for assistance. Christopher Morley, Vice President and General Manager of Cloud Contact Center at eLoyalty, explains to Don Witt of The Channel Daily News, a TR Publication, how it is unlikely that it is the first time they have reached out to the company. The call to the contact center is part of a continuum where the customer may have: Been to the website Filled in a form Been to the store Read an advertisement Touched the company 5 – 10 times just prior to the call When he reaches the contact center, he does not want to start from the beginning. WebRTC has been an enabler to allow eLoyalty to bring the various contact points together for the contact center worker who are really surrogates for the people the customer would actually like to reach. The contact center worker is now supported by: A large knowledge base Screen Pops IT Capabilities More eLoyalty is a premier provider of business transformational solutions, assisting its clients to completely revolutionize the customer experience. Their parent company, TeleTech, has been an innovator in contact center management technologies for over 30 years. In 2001, TeleTech pioneered the virtual contact center, enabling global multichannel queues, high availability, and scalability for customer management applications. After a technology investment of over $250 million, they now process over 3.5 billion VoIP minutes and several billion transactions annually on their Cloud architecture. In 2011, TeleTech acquired eLoyalty, an award-winning technology services provider, augmenting the TeleTech Cloud suite of products with eLoyalty’s capabilities and intellectual property under the eLoyalty brand. To find out more, go to: http://www.eloyalty.com/ or http://www.teletech.com/solutions
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