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~ Sound of Data ~

That’s why you want to:
• change a final destination number yourself
• activate a notification during peak times, so callers are
immediately informed
• send callers a text message with a URL to a specific page
with more information
• smartly route calls to a contact centre where it is quieter
• remain easily accessible during migration because your
numbers are active with an independent party

Work with an omnichannel platform
Customers can contact brands and companies through more
and more channels. Therefore, it is important that customer
service representatives can effectively and efficiently manage
the interactions in the different channels, not in several
standalone tools but in one omnichannel platform that
integrates all active channels. This enables agents to see all
customer data and history and more easily handle questions Effectively and efficiently organise
in one interaction. Optimising accessibility and setting up your customer service
effectively and efficiently results in:
Work anytime, anywhere • a better overview and more insight into your customer
Many of these omnichannel platforms are cloud-based, which service KPIs
means that employees have the same data and integrations • improved (international) accessibility
at their disposal at every workplace. This means both the • improved customer experience and customer satisfaction
way of working and the quality that your employees deliver • cost savings
remains the same, regardless of where and when they work, at • increased turnover
home or in the office. Also, managers have a clear overview of • so don’t miss out on those opportunities for
what’s going on and the current workload at any time. improvement but start working on them. That is not only
good for you, but also for your employees and, therefore,
Integrations and latest developments your brand.
Most omnichannel platforms have native integrations with
CRM and ticketing tools such as Salesforce, Zoho CRM, Make the right choices
SugarCRM, Zendesk, Microsoft Dynamics 365, and many Do you prefer not to tackle the optimisation by yourself but
more. This way, all information is easily available, and rather brainstorm with someone about your customer service
customers can receive optimal service. They also include and office telephony environment, as well as your modus
integrations with bots like Amazon Lex and Google operandi? Do you want to be relieved of the (operational)
Dialogflow. With the use of AI, you can generate bots that management and have a better overview? Get in touch with
satisfy customer requests by interpreting their intentions. us, Sound of Data. We will gladly help you make the right
Take the pressure off your agents so they can focus on more choices to resolve any accessibility and operational problems.
complex and urgent questions. ••

“YOUR CUSTOMERS DON’T CARE

ABOUT MIGRATIONS OR PEAKS; THEY

WANT 24/7 SERVICE.”

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