Omnichannel

Removing the obstacles for an efficient collaboration. The convergence of the customer experience at the core of the business processes optimization.

Levio’s proposal: banking on the use of current communication channels (social media, IP telephony, video-conference, automated chat, co-navigation…), to offer a customer experience that is in line with today’s lifestyles.

Levio’s omnichannel approach builds on the continuous improvement of the business processes based on customer communications and this whether the communications originate from the contact centre or from other communication channels used during the business processes implementation.

The continuous improvement is a palpable advantage of Levio’s multichannel approach.

Possibilities

The wealth of today’s technology ecosystems and the considerable number of business processes used within an organization represent significant challenges when it comes to increasing the operational efficiency and offering a coherent customer experience. Levio’s omnichannel offer guarantees the necessary agility required when dealing within highly competitive business areas.

Guidance

Our team of experts will provide you with customized guidance for:

  • Business analysis
  • Work organization
  • Technology architecture
  • Integration/organic technology

Advantages

A flexible offer that integrates with:

  • The contact and support centres
  • All types of electronic service deliveries
  • B2B-type services
  • B2C-type services, including transactional and informational service deliveries
  • Mission systems

Foreseeable advantages:

  • Omnichannel visibility in terms of customer interactions
  • Fast reaction time that in turn improves the customer experience
  • B2B-type services
  • Integration of the customer communications with the CRM solution for a greater operational efficiency

We will guide you through every phase of your omnichannel strategy:

  • Strategic guidelines and relevant business solutions
  • Work organization
  • Functional integration and technology architecture and its implementation

Support

An offer compatible with most contact centre infrastructures in a Cloud computing mode or on site.

  • Avaya, Genesys, Cisco Systems, Five 9, Pega
  • Microsoft, Oracle, Amazon, Google, Open source

Chat technology in a co-navigation mode with session recording to determine the improvements required and for a greater online interaction visibility.

  • Chat technology and chat robot
  • Interoperability with the major solutions used in the contact centre market (Avaya, Genesys…)
  • Interoperability with the major client relation management solutions (Siebel, Dynamics…)
  • Voice analysis ability (Speech analytics)
  • Behaviour analysis ability on the Website.
  • The integration of the authentication processes with interactive voice response systems to increase the contact centres’ operational efficiency.
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