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.