Multi-Channel Contact Center & Omni-Channel Management

Customers and policyholders expect to reach organizations at any time on the channel they prefer: phone, email, chat, social media, self-service or app. A multi-channel contact center can handle several channels in parallel. Omni-channel management goes further: channels are connected, information is central, and the experience is consistent across all touchpoints.

Introducing multi- or omni-channel is not just technology. Organizations must

1. handle personal and sensitive data securely,

1. align sales, service, IT, data protection, information security and employee representatives,
2. integrate AI, bots or speech analytics in a useful way, and
3. reflect corporate strategy in the service concept.

The difficult part is balancing innovation with acceptance by staff and customers.

We manage omni-channel projects from requirements to go-live.

Our approach:

1. Requirements analysis
   We capture technical and business requirements and coordinate with data protection, information security and employee representation.

2. Strategy and design
   We align the solution with your strategy and customer promise, whether the priority is personal service, speed, or satisfaction.
3. Implementation and integration
   We support the shift from call center to customer engagement center, integrate CRM, oscare®, WFM and AI components and ensure architectural fit and operational stability.
4. Project and vendor management
   We coordinate stakeholders, ensure transparency and secure delivery.

This delivers better KPIs (availability, SLAs) and a stronger customer relationship.

We treat omni-channel as a transformation of customer interaction, not as a tool rollout. We work methodically, vendor-independent and with an architectural view so that solutions are used in daily operations.