TouchCommerce Launches Self-Service Solution for Contact Centers



TouchCommerce, a provider for custom online engagement solutions, announced the commercial availability of TouchConnect, a collaboration solution for contact centers aimed at improving the omnichannel customer experience.

TouchConnect leads customers off the traditional call channels via online engagement and guides callers to self-service. This approach allows brands with call center operations to improve Next Call Prevention (NCP), increase customer loyalty and provide an enhanced customer experience for high-value callers.

TouchConnect enables contact center agents to streamline communications with customers through a collaboration tool which integrates co-browsing into the contact center operations.

“For many years, voice and online-focused agents in contact centers have been working in silos due to different skill set and customer needs,” said Bernard Louvat, president and CEO, TouchCommerce, in a statement. “Customers calling support centers today expect immediate resolution, which often requires innovative integration of the online and offline channels. TouchConnect enables contact center advisors to provide enhanced online engagement capabilities for an effortless omnichannel experience.”

TouchConnect enables contact centers to expedite callers’ issue resolution with co-browse and relevant content; cut the callers’ wait time while offering self-serve options in an IVR environment; and enable contact center advisors to offer relevant content via chat.

To achieve these results, TouchConnect provides contact centers with a combination of features including co-browse, transfer-to-chat, and ability to offer rich media content and special deals to customers, as well as provide contact center advisors with a history of the call and chat that can be integrated into the call center’s CRM system.