babelforce has announced a new integration with Kustomer, the CX platform that aims to unify all customer data in one central location.
With this announcement, babelforce can supply the full contact centre stack to clients, as well as data-driven routing and enhanced omni-channel capabilities.
Many of these capabilities are possible through the power of Kustomer's solution. It provides contact centre teams with a simple timeline of customer interactions, alongside a view into their past and present sentiment levels.
Yet, this is just the beginning as babelforce build a solution that breaks down the three traditional barriers to delivering successful omni-channel experiences:
- Tracking the customer’s interaction history across channels
- Moving conversations across channels while maintaining context
- Adding new technologies into the contact centre infrastructure
Many contact centres struggle to meet these goals and, in doing so, fall short of classic customer expectations. An example is the common customer expectation for service reps to know who they are, what they have purchased, and have insight into their previous engagements. 72% of customers have this expectation, according to Microsoft research.
To cope with such demands and accelerate contact centre transformation projects, many large enterprises are increasing the size of their IT teams. Yet, this also has its drawbacks due to the lack of developer talent. In fact, 83% of CIOs struggle to recruit tech talent leading to overloaded IT departments.
By instead turning to no-code contact centres solutions – which babelforce and Kustomer provide - businesses can harness the power of a fully integrated contact centre with little developer support. Contact centre teams can then enjoy full collaboration on process design with their enterprise. They may also ensure that the systems fit primarily around the needs of customers and agents, not the IT team.
Making this point, Pierce Buckley, CEO and co-founder of babelforce says:
Just like us, Kustomer put conversations at the centre of everything they do. They’re also a no-code house, allowing people to build whatever they desire within their customer experience and customer service organizations.
Pressing forwards with this shared approach, the two companies have already secured their first mutual client, which is a household name within the digital banking industry.