While the market with desktop computers and laptops is more or less at a standstill, a new generation of small, portable, intelligent and always online devices is flooding the market. Mobile devices and tablets also contain many different sensors, which allow the applications to use so-called “context information” thereby learning much more about its users. They allow the application to recognize the “Where and the Why” as well as the “What, Who and When” from each user action. For example where the user currently is, whether that user was there a week ago as well, whether it is likely that he/she will be there next week and pay at the same location for goods or another service in that area… Offers from that area specifically adjusted to his/her habits and needs will be of interest to that user…
A state of the art and permanently online device thus becomes crucial for business and communication of clients with their customers. Our experience and our experts help companies and financial institutions to use internet portals and mobile application to maximize profits and support their business strategic goals.
It is not that long ago when a telephone call was basically the only way to get in touch with contact centers for customer support for example. Then emails followed, later web pages and especially with the development of mobile devices, other communication channels continue to arrive. The main topic today is no longer the number of the different communication channels but also their combination, synchronization, sharing services so that one activity started in one application (channel) can be available to be completed in another application (channel).
A key prerequisite for the successful implementation of a Multichannel/Omnichannel communication is the existence of a long-term vision. The initial limitation to one or two channels can make future extensions more difficult, especially when a company is developing certain channels though its own development. Subsequent problems do not have to be related to the support of other channels but also to a unified login system, the option to share data, support across the entire life-cycle of a specific communication etc. When considering an implementation or the extension of a contact center, it is very important to keep long-term requirements in a span longer than 6 months in mind.