The contact center is increasingly the only way customers interact with a business. When they are greeted on the phone, customers enter the “front door†of the company, and are guided into a deeper experience with the organization.
With a well-designed, intelligent Customer Front Door (iCFD) in place, companies now have the opportunity to make their initial brand experience as vibrant and compelling as the best storefront. Organizations can offer unique, personalized services based on the caller’s intent, instead of forcing the caller to navigate rigid, complex call menus and options.
This type of relevant, personalized service mimics the brand experience delivered in person and improves satisfaction and loyalty—creating the opportunity for higher lifetime customer value.