omni channel solutions

Omni-Channel SolutionsWherever You Are.

Omni Channel

Omni-Channel Customer Experience Wherever You Are.

Customers today contact companies through various channels and increasingly demand communications in their “channel of choice.” Touchstone has the most powerful cloud-based platform in the industry, enabling agents to serve each client in all channels with the ability to seamlessly move from one channel to the other without transfer or interruption. Our omni-channel contact center can begin a customer journey in any medium and migrate to the best channel for the customer and the situation.

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Touchstone’s ethic to deliver proficiently is indisputable in today’s market. We understand and follow selectively modified and doctored training agendas that enable our associates to work with a customer-oriented mindset. Our associates work in a true omni-channel contact center with the most robust toolset in the industry.  These tools increase customer engagement and customer satisfaction.

We make these processes very comprehensible for businesses. The salient difference between omni-channel solutions and multi-channel is integration vs. isolation. Many contact centers use outdated technology that forces them to set up teams for each channel such as a “Voice Team” and a “Chat Team.” Touchstone’s omni-channel call center improves agent utilization by providing a platform that works in all channels simultaneously. The result is greater efficiency and a satisfactory omni-channel client experience.

Omni-channel contact centers put the customer at the center of the action.  By focusing on the customer instead of the channel, the customer feels as if they are being heard and experience a seamless, unified conversation. An agent can send a SMS text with a map to the store, and at the same time, they can communicate on a voice call or web chat with the customer. This kind of omni-channel solution allows businesses to keep all of their agents and channels in one place while unifying their information and message delivery. A true omni-channel contact center permits the purchaser to access records without difficulty from any media because channels are linked to every process.

Touchstone begins with the customer in mind. Wherever the customer goes, they can engage in a meaningful and satisfying conversation with our clients because of these omni-channel benefits.

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Customers today contact companies through many channels and increasingly demand communications in their “channel of choice.”

read more...

Touchstone has the most powerful cloud-based platform in the industry, enabling each agent to serve each client in all channels with the ability to seamlessly move from one channel to the next without transfer or interruption. Our omni-channel contact center can begin a customer journey in any medium and migrate to the best channel for the customer and the situation.

Touchstone’s ethic to deliver proficiently is indisputable in today’s market. We understand and follow selectively modified and doctored training agendas that enable our associates to work with a customer success mindset. Our associates work in a true omni-channel contact center with the most robust toolset in the industry.  These tools increase customer engagement and customer satisfaction.

We make these processes very comprehendible for businesses. The salient difference between omni-channel solutions and multi-channel is integration vs. isolation. Many contact centers use old technology that forces them to set up teams for each channel such as a “Voice Team” and a “Chat Team.” Whereas Touchstone’s omni-channel call center improves agent utilization by providing a platform that works in all channels simultaneously. The result is greater efficiency and a satisfactory omni-channel client experience.

Omni-channel contact centers put the customer at the center of the action.  By focusing on the customer instead of the channel, the customer feels like they are being heard and experience a seamless, unified conversation. An agent can send a SMS text with a map to the store at the same time they talking on a voice call or web chat with the customer. This kind of omni-channel solution allows businesses to keep all of their agents and channels in one place while unifying their information and message delivery. A true omni-channel contact center permits the purchaser to access records without difficulty from any media because channels are linked to every process.

Touchstone begins with the customer in mind. Wherever the customer goes, they can engage in a meaningful and satisfying conversation with our clients because of these omni-channel advantages.

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Voice Inbound / Outbound

1. Inbound Support

Our inbound customer service is exceptional. It presents customers with a single human touch factor for all their frequently asked questions or concerns, with agents who are able to provide a high level of first call resolution.

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Customers ring a single number to order merchandise, make a payment, sign up, buy or obtain product information. The omni-channel platform delivers the script and product information to the agent based on the inbound number dialed.

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2. Outbound Lead-Gen & Prospecting

Our Lead Generation Outbound Customer service drives sales for our clients. Touchstone is a leader in live transfers and delivering qualified leads to the right person in our client’s organizations.

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A QA process monitors calls and all calls are recorded to provide guaranteed quality and improved agent training.  Outbound activity in all channels increases the reach and quality of prospect engagement and moves customers through the sales funnel.

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omni channel inbound
omni channel inbound

SMS/Text

Touchstone Communications’ omni-channel contact center makes it possible to use SMS texting to increase reach and effectiveness.

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Today, customers are more likely to respond to an SMS than any other channel. Omni-channel solutions that include fully integrated SMS capability can significantly improve results. Find out today how adding SMS capability to your inbound team can make a difference. 

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Live Web Chat

Touchstone’s omni-channel call center provides live chat for client websites. The “live” function can be available when IVR and an auto-bot chat function cannot satisfy the customer interacting with your website.

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A single agent can handle up to 8 live chat sessions simultaneously while having the capability to move the conversation to any other channel.

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omni channel contact center
omni channel bpo

Autobot Takeover

If you’re already using bots for chats on your website, it makes sense to add the ability to migrate to a live chat when needed. 

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Touchstone’s Chat/Autobot program is built to engage with received messages automatically while allowing important conversations,

such as a desire to buy now and to immediately escalate to a live chat with an omni-channel agent. Our Chat/Autobot can be programmed & reprogrammed to work better and respond to various messages containing specific keywords and use LMS learning to adapt to their responses using AI.

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Email

Our omni-channel contact centers integrate email capability into all agent desktops. Email is a preferred channel for contracts, opt-in notifications, and calendar events.

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Let Touchstone advance your customer’s journey by including email capability into the suite of omni-channel solutions.

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omnichannel contact center
omni channel inbound

IVR

Touchstone’s Interactive Voice Response (IVR) is an automated phone system technology that gateways inbound callers to access information completely.

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Our agents can access data using a voice response system with pre-recorded messages without speaking to a human being. It maximizes the utilization of the menu options via touch/actual tone keypad selection or speech recognition to have their call rerouted to specific departments or specialists. IVR is a low-cost capability that is more effective when backed up by an omni-channel team.

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Mobile

Consumers now use their mobile devices more than their computers. Touchstone’s omni-channel BPO capability includes full integration with mobile networks.

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A consumer-friendly channel improves customer satisfaction. Preferred buying experiences can start or finish with a click on a page accessed on a mobile device.

Clients can research information or place an order on their cell phones. A Touchstone agent can handle these exchanges while capturing contact details, answering questions, or even calling back on the mobile phone from the omni-channel desktop.

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omni channel bpo
omni channel bpo

CRM Integration

Touchstone’s omni-channel contact center platform integrates with leading Customer Relationship Management (CRM) software programs which are crucial to client processes.

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Customer information such as contact information, conversations, and purchase histories are displayed and executed on the platform.

Touchstone Communications integrates with Salesforce, Microsoft Dynamics, Oracle, Zoho, and hundreds of other CRM and data toolsets.

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Social Media

Even conversations on social media such as Facebook, Twitter, Instagram, and LinkedIn can be a part of the omni-channel solutions of your Touchstone team.

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Let Touchstone drive your social media strategy to execute your plan and accomplish your social media goals.

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omnichannel contact center
omni channel inbound

E-Retail Support

In 2020, e-retail sales surpassed “brick and mortar” sales. This trend shows no signs of slowing. Customers are increasingly demanding that retailers provide the level and type of customer support they prefer.

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This requires substantial investment in technology, people, and training to exceed customer expectations for each customer shopping experience. Increasingly, consumers do much of their research online and anonymously until late in the buying cycle. It is at this critical point, that companies must deliver extraordinary customer support providing the right information and processes to move them through the sales funnel. Touchstone can provide the tools, processes, and personnel for companies to scale up rapidly to the 24/7 Omni-Channel service.

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