Unified Communication & Collaboration

An Omnichannel system integrating Social Media, Email, Chat, SMS and Voice, maximising the performance of individual platforms

Omnichannel refers to the integrated and synergistic management of the various contact points that separate the company from the consumer, whether physical (shops, call centres) or online (website, social media).

For some sectors, such as Travel & Leisure Retailers, omnichannel is the heart of the digital transformation strategy that is sweeping the industry, marking a fast-growing trend in recent years.

The use of new digital tools and technologies is increasing exponentially: in almost every field, from entertainment to work or bureaucracy, digital channels have become the preferred vehicle through which actions and interactions between users and companies are carried out.

Hence the importance of User Experience for service companies that do most of their business digitally.

STIM and Vodafone together for a high-performance integrated system

In order to meet new needs of the sector, STIM, in collaboration with Vodafone, has created an Omnichannel system in the Contact Centre that integrates Social Media, Email, Chat, SMS and Voice, maximising the performance of the individual platforms.

The implementation of the TVOX Omnichannel Contact Center solution has made it possible to plan a common strategy for all channels, allowing us to always have a complete and uniform view, even over long distances, on projects and activities in progress.

Omnichannel: the power of choice

The seamless integration of these tools and technologies allows the user to select the communication way they prefer, without risking loss of retailer information, thanks to a platform dedicated to the management and coordination of the different channels.

The customer can then choose how to interact with the company, always supported by a user-centred service that guarantees rapid responses and reduced waiting times.

Modern TVOX solutions have been customised and integrated into the company's existing CRM systems, enabling optimal management of information, communication and problem solving activities.

Benefits of an Omnichannel Contact Centre

Contact centre productivity

Thanks to the seamless integration of channels and platforms, contact centre agents will always have all the information at their fingertips, will be able to manage practices and requests more quickly, and will always be kept well informed about the status of activities and other agents involved.

Analysis of Data and Activities

This integrated management allows a holistic view of the set work objectives: the analysed data and related statistics will then reflect the activities carried out both via email or phone, and via social, SMS and other channels, allowing a better company information and a greater awareness of choices and strategies to be applied.

Customer satisfaction

Customer satisfaction is one of the most important factors in building customer loyalty, and fast and efficient customer service is almost as important as the quality of your products.

It is therefore essential for companies to be able to count on a modern Customer Service, equipped with integrated and high-performance tools, for long-term growth.