Customer Experience

Customers demand immediate responses 24/7 and want to use their own contact channel of choice, while organisations want to maximise first call resolution. FourNet’s solutions streamline the customer journey, enable multiple self-service options and offer integrated multi-channel contact centre solutions to enable you to offer that outstanding Customer Experience.

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Challenges

Deliver anytime, any channel, enhanced customer journeys.

Digital channel shift

The pandemic rapidly accelerated the adoption of digital channels. The post pandemic world has seen a shift in attitudes, from simply digitising the existing customer experience to entirely reimagining it from a digital first perspective.

Increasing customer expectations

Consumer and citizen expectations have been influenced by their engagement with world leading CX brands like Apple, Amazon and John Lewis and they expect the same levels of excellence from their interactions with every organisation.

Multiple channels

Customer channels of choice continue to expand and proliferate. Customers want different channels for different types of engagement, and they expect to be remembered across all channels.

Front-office & back-office alignment

Customers are demanding that their issue be resolved at first contact but many customer engagements need to harness back-office subject matter experts to resolve their queries.

Diverse systems

A customer doesn’t care that their details are stored in multiple different internal systems, they expect an integrated customer experience based on a complete history of their interactions with your organisation.

Uneven and increased demand

Peaks and troughs in customer demand can make it difficult to properly resource your customer facing teams with enough capacity to offer great experience during busy periods, but without resources lying idle when demand falls.

Solutions

FourNet’s integrated solutions empower agents and customers to deliver first-class digital efficiencies.

Omnichannel contact centre solutions

Our omnichannel contact centre solutions make it easier for customers to get in touch by their preferred channel of choice: phone, email, webchat or social media. Our integrated solutions mean that all customer information is in one place thereby empowering your agents to give a personalised experience.

Chatbots

Our AI powered chatbots enable customers to get immediate answers to their queries and can be delivered across multiple channels: web portal, browser, mobile app, WhatsApp, Facebook Messenger, SMS or IVR. Whatever channel the customer chooses to engage with you, they can easily self-serve.

Microsoft Teams integration into the contact centre

Our Teams’ contact centre integrations empower your agents to manage all channels of customer contact – voice, email, SMS, web chat, social media – and engage directly with back-office experts to answer customer queries. All in a single, fully integrated interface.

Single pane of glass

Our omnichannel contact centre solutions and integration expertise means that information held in multiple back-office systems can be presented to customer facing agents through one integrated interface. This reduces time spent switching between screens or entering data multiple times, thereby streamlining the customer and agent experience.

Knowledge Management

Our Knowledge Management solutions give customers a quick and easy way to access help. They understand what customers are looking for and provide superior customer experience at a lower cost, freeing your agents to focus on adding value to the customer experience. Agents are also armed with the latest information and see relevant knowledge without having to search for it.

Robotic Process Automation

From customer self-service and AI powered agent assistance technologies, through to fully AI enabled contact centre solutions and Robotic Process Automation, we have a full range of solutions to help our customers increase efficiency and improve both the customer and employee experience. Our solutions can free agents from dull and repetitive tasks and enable them to focus on delivering an outstanding customer experience.