SYS-CON MEDIA Authors: Elizabeth White, Roger Strukhoff, Doug Masi, Mat Mathews, PR.com Newswire

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TouchCommerce Launches TouchConnect for Contact Centers to Accelerate Adoption of Customer Self-Service

TouchCommerce, the innovative leader in custom online engagement solutions for market leading brands, today announced the commercial availability of TouchConnect™, a unique collaboration solution for contact centers aimed at improving the omni-channel customer experience. TouchConnect seamlessly leads customers off the traditional call channels via online engagement and guides callers to self-service. This approach allows brands with call center operations to improve Next Call Prevention (NCP), increase customer loyalty and provide an enhanced customer experience for high-value callers.

According to the 2014 Nuance Enterprises Study, 67 percent of customers contacting call centers prefer self-service over phone calls. When customers reach a call center, they typically receive verbal instructions that do not incorporate an online component or encourage customers to self-serve. Furthermore, the verbal explanation can be misunderstood and misdiagnosed, causing unnecessary frustration and adding time to the call. TouchConnect addresses the gap in this market by providing a way for call agents at contact centers to streamline communications with customers through a convenient, easy-to-use collaboration tool which integrates co-browsing into the contact center operations.

“For many years, voice and online-focused agents in contact centers have been working in silos due to different skillset and customer needs,” said Bernard Louvat, president and CEO of TouchCommerce. “Customers calling support centers today expect immediate resolution, which often requires innovative integration of the online and offline channels. TouchConnect enables contact center advisors to provide enhanced online engagement capabilities for an effortless omni-channel experience.”

Designed to reduce enterprise support costs and increase customer satisfaction, TouchConnect accelerates customers’ adoption of self-service while optimizing their ability to get information quickly and efficiently. TouchConnect enables contact centers to expedite callers’ issue resolution with co-browse and relevant content; cut the callers’ wait time while offering self-serve options in an IVR environment; and/or enable contact center advisors to offer relevant content via chat. To achieve these results, TouchConnect provides contact centers with a rich combination of features, including co-browse, transfer-to-chat, and ability to offer rich media content and special deals to customers; as well as provide contact center advisors with a history of the call and chat that can be integrated into the call center’s CRM system.

“Customers want to use a breadth of communication channels - self-service, voice, digital and social channels - to interact with a company. Across all demographics, voice is still the primary channel used, but is quickly followed by self-service channels, chat, and email,” writes Kate Leggett, principal analyst at Forrester Research, in her recent report, Navigate The Future Of Customer Service In 2014. The report also states that “empowered customers are demanding superior customer experiences to garner their long-term loyalty. Better customer experiences can be correlated to increased revenue – a win-win for businesses and customers.”

TouchConnect, offered as part of the TouchCare solution suite, is now commercially available. For more information, please visit www.touchcommerce.com/touchconnect.

TouchConnect will be showcased at the Gartner Customer 360 Summit, held in Orlando, Florida on May 19-21, 2014 (booth #223).

About TouchCommerce:

Founded in 1999, TouchCommerce delivers results for market-leading brands with innovative online engagement solutions that enhance customer experience, increase revenue and reduce support costs while using real-time customer data analytics. For more information, please visit www.touchcommerce.com. Connect with TouchCommerce on Twitter (@touchcommerce) and LinkedIn.

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