Consumers can now engage with a company in a physical store, on an online website or mobile app, through a bot, or social media. They can access products and services by calling a company on the phone, by using an app, or with a tablet or a desktop computer. Each piece of the consumer’s experience should be consistent and complementary.
The term Omni-Channel is used to describe the new standards adopted by companies trying to provide a seamless customer experiences across multiple channels and devices including telephones, tablets and or PC/laptops. Esosphera supports companies to achieve these Omni-Channel relationships.
Today’s customer journey can start in any one channel and proceed through many others, such as social media, web chat, text, email or the telephone. Unlike multi-channel models offering access to services through various channels, which are often independent of each other, EsoSphera uses a consultative approach, which is natively Omni-Channel.
EsoSphera favors Cloud technology, both in computer and telephone components. It uses direct connections with leading national and international telephone, voice, messaging and hosting providers.