ACT’s Omnichannel Solutions
Customers expect seamless and consistent experiences across all touchpoints. ACT understands the importance of delivering exceptional omnichannel experiences to meet these expectations and drive business success.
With our innovative Omnichannel Solutions, we empower organizations to orchestrate channels effectively, remove the challenges created by customer channel hopping, and provide a seamless experience that enhances customer satisfaction and loyalty.
ACT's Operational Advantages in Omnichannel
ACT approaches Omnichannel communication differently as a completely scorecard-driven organization, which is why we boast over 98% green scorecard across our entire partner portfolio, whose average tenure is greater than 10 years. Our 100% employee-ownership model uniquely aligns our Employee Owners’ motivations with our partners’ success.
Next, the Total Experience Formula™ delivers a unified and transformative end-to-end experience to all stakeholders – for customers, employees and users across all digital channels and platforms.
Third, ease of doing business. We are consistently recognized as a flexible partner with a straightforward model. Our delayered organizational structure ensures program nimbleness and keeps senior management directly engaged in our partners’ programs. This drives better outcomes and cohesiveness.
With no P&L for our Ops leaders, they are 100% scorecard driven and stay focused on delivering value to our partners. We offer a deep integration with our systems and reporting, giving our partners unparalleled data analytics, control and transparency into KPIs and program performance metrics.
ACT’s AI-powered CoPilot leverages real-time machine learning and advanced data analytics to provide next-best-action prompts to agents, improving resolution times and ensuring seamless, high-quality customer experiences. Our compliance structure and supporting culture are foundational to the relationship with our partners. And ACT offers a 27-year track record of delivering reliable, consistent, and superior service.
ACT Omnichannel Solutions
Total Experience Orchestration
ACT ensures seamless communication and assistance across various channels, including phone, email, chat, and social media. Our Total Experience Formula™ orchestrates all customer channels, enabling your customers to access support anytime, anywhere, in a coordinated manner that delivers a seamless experience. Simultaneously, ACT provides you with a 360-degree view of the entire customer journey while helping avoid the headaches of customer channel hopping.
Real-Time Intervention
ACT’s CoPilot provides real-time, next-best-action prompts to support agents. CoPilot leverages machine learning and advanced data analytics to guide our technical support teams through complex troubleshooting scenarios, improving resolution times and ensuring consistent, high-quality care. This powerful tool enhances agent performance while delivering a seamless, efficient support experience for your customers.
Data Aggregation
ACT's Omnichannel Solutions include ACT’s data aggregation services to unify information from all communication channels into a single computer screen, allowing the agent to easily see customer interactions across all channels at once. By breaking down data silos and providing a holistic view of customer interactions, organizations can gain valuable insights and deliver personalized experiences that drive engagement and loyalty.
Seamless Customer Journeys
With our Omnichannel Solutions, organizations can design and deliver seamless 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.
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By leveraging ACT's Omnichannel Solutions, organizations can unlock the full potential of their customer engagement strategies and deliver exceptional experiences that drive loyalty and growth.