ACT’s Omnichannel Solutions: Seamless Customer Engagement Across All Channels

Total Experience Orchestration

ACT’s Total Experience Orchestration ensures that your customers receive consistent, high-quality support across all channels, including phone, email, chat, and social media. By leveraging our proprietary Total Experience Formula™, we streamline every touchpoint, making customer interactions more efficient and enjoyable.

Key Customer Benefits

• Reduced Wait Times: Advanced routing ensures customers are quickly connected to the right agent, minimizing delays.
• Better Support Availability: With omnichannel integration, customers can access support anytime, anywhere, through their preferred channels.
• Eliminates Channel Hopping: Unified communication prevents customers from repeating information across channels, improving satisfaction.
• 360-Degree Customer View: ACT consolidates data from all interactions, providing agents with complete context to deliver personalized and efficient assistance.
• Enhanced Customer Experience: Coordinated touchpoints create a seamless journey, improving loyalty and long-term engagement.

ACT’s Total Experience Orchestration empowers businesses to provide unmatched support while optimizing operational efficiency and building stronger customer relationships.

Real-Time Intervention

ACT’s CoPilot revolutionizes customer support by providing real-time, next-best-action prompts that empower agents to handle inquiries effectively and efficiently. Leveraging machine learning and advanced data analytics, CoPilot:

• Improves Resolution Rates: Resolves 95% of inquiries in the first interaction, minimizing the need for follow-ups.
• Guides Complex Troubleshooting: Offers step-by-step assistance for technical issues, reducing resolution times by 30% on average.
• Enhances Agent Performance: Delivers actionable insights during live interactions, enabling agents to provide accurate, high-quality support.
• Ensures Consistency: Standardizes responses across teams, maintaining a reliable experience for customers.

With ACT’s CoPilot, businesses can optimize customer care, boost satisfaction, and achieve measurable improvements in support outcomes.

Data Aggregation

ACT’s Omnichannel Solutions include powerful data aggregation services that unify information from all communication channels into a single, easy-to-navigate interface. By breaking down data silos, ACT transforms how businesses interact with their customers, delivering tangible benefits such as:

• Improved Response Accuracy: Agents access a complete view of customer interactions across all channels, enabling precise, informed responses.
• Enhanced Customer Profiling: Consolidated data provides deeper insights into customer behavior, preferences, and history, allowing for highly personalized support.
• Expedited Resolutions: With all relevant information readily available, agents can resolve issues more quickly and effectively.
• Unified Consistent Experiences: Uniform data ensures communication across touchpoints, building trust and loyalty.

Frictionless Customer Journeys

With our Omnichannel Solutions, organizations can design and deliver customer journeys that span multiple channels. Whether customers prefer to engage via voice, email, chat, social media, or other channels, our solutions ensure a consistent and cohesive experience at every touchpoint, driving satisfaction and loyalty.

Real-Time Engagement

ACT’s Omnichannel Solutions enable organizations to engage with customers in real-time across channels, delivering timely and relevant interactions that meet their needs and preferences. By leveraging data-driven insights and automation, organizations can anticipate customer needs and proactively engage with them at the right moment, driving conversions and loyalty.

Continuous Optimization

We believe in the importance of continuous optimization to ensure that omnichannel experiences evolve and improve over time. Our solutions include robust analytics and reporting capabilities that allow organizations to monitor performance, identify areas for improvement, and implement data-driven optimizations that enhance the overall customer experience.