TWC IT Solutions provides consistent customer experiences with our Omni-channel
Contact Centre solutions.
Omni-channel Contact Centre solutions, an upscale on multi-channel, offers blending, queuing and routing for phone, email, chat, social and self-service channels. Alongside this, priorities can be set based on channel type, agent skills, client SLAs and text analytics. Existing telephony and multi-media systems can be incorporated in the multi-media queue.
This enables contact centres to offer new channels within the same agent teams;
connect and engage customers across the journey, allowing clients to switch between channels in a single interaction without having to repeat data; provide a consistent experience across channels and ensure SLAs are always met; link channels within a workflow: follow up emails, call backs etc., and; remove complexity for agents by simplifying contact handling.
UK HEAD OFFICE:
32-34 Station Close
344 Grove Street
Jersey City, NJ 07304
HONG KONG OFFICE:
148 Des Voeux Road
Central, Hong Kong