This is a challenge that contact centre managers and technologists have been tackling for many years; developing the right skills, building process and implementing tools to deliver a truly blended, consistent omni-channel customer experience. This continues to be the elusive holy grail of customer care.
Imagine contacting your bank or mobile phone company at any time day or night and be instantly connected to someone who recognises you, is attentive and concerned about your problem, recalls your transaction history and resolves your problem there and then - a genuine one-call resolution each time. Then, if you were to call 12 months later the company would immediately remember you.
With last Thursday 18 May being Global Accessibility Awareness Day (GAAD), it had me reflecting on my last 20 years working on customer facing services including kiosks, websites, online services and mobile applications.
As Sean Fitzgerald, a member of the NDIA Digital Innovation Reference Group often states, “If it works for Us (people with disabilities), it will work for all”.
The ability to be human makes the difference. To go beyond a search for data, to recognise a caller's intentions and respond conversationally, immediately and professionally.
FaceMe create real-time, natural interfaces to AI that are engaging and personal yet immensely scalable.
The largest connected Video eco-system in the world
FaceMe's Global Edge Node architecture means that where-ever you are in the world, you can connect with the highest quality & lowest latency in the world.
We have implemented a fully connected cloud platform which ensures that you only have to worry about the internet connection to the closest FaceMe point of presence. When connecting people all around the world, we look after the international bandwidth so everyone has a 'local' experience.