TeleTech Launches Customer Journey Outcomes Solution



eLoyalty, part of TeleTech Technology, has introduced the TeleTech Customer Journey Outcomes Solution to help companies transform the digital customer journey by connecting all technology on a single platform and preserving the context of interactions across all channels.

"Customers today expect to have a simple, consistent experience with companies regardless of the channel they use to connect. Unfortunately, many companies have legacy systems that don't fit together well and cause a customer's journey to be broken along the way," said Steve Pollema, senior vice president of TeleTech Technology, in a statement. "TeleTech's Customer Journey Outcomes Solution aligns the desired customer experience to a company's operations and provides more personalized interactions through a customer's contact channel of choice."

The Customer Journey Outcomes Solution includes the following components:

  • Customer Journey Mapping across customer lifecycles, personas, and technology channels;
  • Seamless technology integration of all customer touchpoints from across the company, including retail storefronts;
  • Next generation service that allows customers to escalate issues between channels;
  • Interaction management and intelligent passing of the context of a customer's interaction on a single desktop;
  • Complete history of a customer's journey across all channels;
  • Consistent inbound/outbound conversations throughout the customer journey with integrated mobile, voice, email, Web chat, text, social, and video customer experiences; and
  • New dimensions of business intelligence with customer satisfaction and expectation analysis.