Welcome!

News Feed Item

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.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
"Akvelon is a software development company and we also provide consultancy services to folks who are looking to scale or accelerate their engineering roadmaps," explained Jeremiah Mothersell, Marketing Manager at Akvelon, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
"Space Monkey by Vivent Smart Home is a product that is a distributed cloud-based edge storage network. Vivent Smart Home, our parent company, is a smart home provider that places a lot of hard drives across homes in North America," explained JT Olds, Director of Engineering, and Brandon Crowfeather, Product Manager, at Vivint Smart Home, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Enterprises are striving to become digital businesses for differentiated innovation and customer-centricity. Traditionally, they focused on digitizing processes and paper workflow. To be a disruptor and compete against new players, they need to gain insight into business data and innovate at scale. Cloud and cognitive technologies can help them leverage hidden data in SAP/ERP systems to fuel their businesses to accelerate digital transformation success.
In this presentation, you will learn first hand what works and what doesn't while architecting and deploying OpenStack. Some of the topics will include:- best practices for creating repeatable deployments of OpenStack- multi-site considerations- how to customize OpenStack to integrate with your existing systems and security best practices.
DXWordEXPO New York 2018, colocated with CloudEXPO New York 2018 will be held November 11-13, 2018, in New York City and will bring together Cloud Computing, FinTech and Blockchain, Digital Transformation, Big Data, Internet of Things, DevOps, AI, Machine Learning and WebRTC to one location.
Most DevOps journeys involve several phases of maturity. Research shows that the inflection point where organizations begin to see maximum value is when they implement tight integration deploying their code to their infrastructure. Success at this level is the last barrier to at-will deployment. Storage, for instance, is more capable than where we read and write data. In his session at @DevOpsSummit at 20th Cloud Expo, Josh Atwell, a Developer Advocate for NetApp, will discuss the role and value...
Modern software design has fundamentally changed how we manage applications, causing many to turn to containers as the new virtual machine for resource management. As container adoption grows beyond stateless applications to stateful workloads, the need for persistent storage is foundational - something customers routinely cite as a top pain point. In his session at @DevOpsSummit at 21st Cloud Expo, Bill Borsari, Head of Systems Engineering at Datera, explored how organizations can reap the bene...
Security, data privacy, reliability and regulatory compliance are critical factors when evaluating whether to move business applications from in-house client hosted environments to a cloud platform. In her session at 18th Cloud Expo, Vandana Viswanathan, Associate Director at Cognizant, In this session, will provide an orientation to the five stages required to implement a cloud hosted solution validation strategy.
In his session at 20th Cloud Expo, Scott Davis, CTO of Embotics, discussed how automation can provide the dynamic management required to cost-effectively deliver microservices and container solutions at scale. He also discussed how flexible automation is the key to effectively bridging and seamlessly coordinating both IT and developer needs for component orchestration across disparate clouds – an increasingly important requirement at today’s multi-cloud enterprise.
"DevOps is set to be one of the most profound disruptions to hit IT in decades," said Andi Mann. "It is a natural extension of cloud computing, and I have seen both firsthand and in independent research the fantastic results DevOps delivers. So I am excited to help the great team at @DevOpsSUMMIT and CloudEXPO tell the world how they can leverage this emerging disruptive trend."
The current age of digital transformation means that IT organizations must adapt their toolset to cover all digital experiences, beyond just the end users’. Today’s businesses can no longer focus solely on the digital interactions they manage with employees or customers; they must now contend with non-traditional factors. Whether it's the power of brand to make or break a company, the need to monitor across all locations 24/7, or the ability to proactively resolve issues, companies must adapt to...
In his session at 20th Cloud Expo, Mike Johnston, an infrastructure engineer at Supergiant.io, discussed how to use Kubernetes to set up a SaaS infrastructure for your business. Mike Johnston is an infrastructure engineer at Supergiant.io with over 12 years of experience designing, deploying, and maintaining server and workstation infrastructure at all scales. He has experience with brick and mortar data centers as well as cloud providers like Digital Ocean, Amazon Web Services, and Rackspace. H...
DXWorldEXPO LLC announced today that ICC-USA, a computer systems integrator and server manufacturing company focused on developing products and product appliances, will exhibit at the 22nd International CloudEXPO | DXWorldEXPO. DXWordEXPO New York 2018, colocated with CloudEXPO New York 2018 will be held November 11-13, 2018, in New York City. ICC is a computer systems integrator and server manufacturing company focused on developing products and product appliances to meet a wide range of ...
René Bostic is the Technical VP of the IBM Cloud Unit in North America. Enjoying her career with IBM during the modern millennial technological era, she is an expert in cloud computing, DevOps and emerging cloud technologies such as Blockchain. Her strengths and core competencies include a proven record of accomplishments in consensus building at all levels to assess, plan, and implement enterprise and cloud computing solutions. René is a member of the Society of Women Engineers (SWE) and a m...
@DevOpsSummit at Cloud Expo, taking place November 12-13 in New York City, NY, is co-located with 22nd international CloudEXPO | first international DXWorldEXPO and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time t...