What is omni-channel communications?
Intelligent, orchestrated, and dynamic omni-channel communications deliver the right message at the right time to the right customer through their preferred channel while maintaining conversation continuity across all touchpoints.
Key takeaways:
1. Collect and orchestrate customer contact preferences all in one place to assess customer needs and grow your business.
2. Communicate across all available customer engagement channels, including voice, SMS/RCS, email, mail, call center, web chat, and more.
3. Conduct intelligent two-way dialogues with conversational AI, transforming static messages into dynamic, interactive experiences with real-time customer exchanges across all channels.
4. Maintain conversational continuity when customers switch channels or experience interruptions, ensuring seamless experiences and faster resolution.
5. More cost-effective than other methods.
Expanded definition:
Digital omni-channel communication strategies help you connect with your customers across the customer lifecycle with their best interests in mind. Interactions are orchestrated intelligently across online and offline channels and tailored to each customer’s contact preferences for maximum outreach efficiency.
An intelligent omni-channel communications solution can transform both the customer experience quality and resolution rates. As digital adoption accelerates, omni-channel communications enable businesses to develop truly customer-centric digital journeys that maximize engagement and business outcomes.
What’s the difference between multichannel and omni-channel?
Although both involve interactions across multiple channels, omni-channel communications unify all communication touchpoints, creating seamless customer experiences regardless of which channels customers transition through during their journey.
Today's consumers expect convenience and personalized treatment throughout their customer experience. Every communication step can be enhanced with omni-channel communications, including:
How omni-channel communications work
Manage omni-channel communications by leveraging applied analytics and machine learning to enhance customer experience while maximizing outcomes.
Key features
- Determine the right channel, at the right time, with the right message for each customer based on their preferences and interaction context.
- Intelligent coordination and management of customer communications across all touchpoints to create a seamless, enhanced customer experience.
- Conduct intelligent two-way dialogues with conversational AI that transforms static messages into dynamic, interactive experiences across all channels.
Benefits
Seamless customer experience — Omni-channel communication creates unified experiences across all customer touchpoints, ensuring consistency whether customers interact via phone, email, chat, SMS/RCS, and beyond.
Increased operational efficiency — Automate and streamline omni-channel communications, including complex interactive dialogues, at scale. Shift agents to more complex cases requiring human expertise while automation handles the rest.
Increase self-resolution rates — More efficiently allocate call center agents.
How FICO can help your omni-channel communications
FICO® Platform - Omni-Channel Engagement Capability provides a best-in-class omni-channel communications solution by leveraging applied analytics and machine learning to make intelligent decisions about timing, messaging, and channel selection based on customer preferences. The capability seamlessly delivers automated messages, including notifications, personalized offers, fraud alerts, and self-service options while conducting intelligent two-way dialogues with conversational AI that transform static messages into dynamic, interactive experiences with real-time customer exchanges across all channels. Because Omni-Channel Engagement Capability never drops conversational threads when consumers switch channels or after interruptions and delays, you'll provide the fastest possible route to problem resolution in a compliant and respectful manner. It dynamically orchestrates channels, timing, and messaging based on customer responses to make subsequent interactions smarter and more effective. Intelligent, automated omni-channel communications prove more cost-effective than traditional methods because you're able to allocate staff to handle situations that require human intervention while Omni- Channel Engagement Capability handles routine and complex customer interactions automatically through AI-powered decision-making and conversational engagement.
Learn more about what you can achieve with FICO® Platform - Omni-Channel Engagement Capability, including:
- 80% right-party contact
- 79% self-serve pay or promise to pay
- 93% kept promise rate
- 75% collection dialogues handled automatically