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Customer Interaction Management

Omnichannel Solutions: A Toolbox, Not a Tool

August 11, 2020

We've recently announced the release of several new Q-Apps designed to enable omnichannel customer service management. These applications, built on the robust software platform of Q-Flow 6, provide a wide range of capabilities, such as multi-channel customer communications, an integration framework, and integration with specific leading vendors.

Much thought has gone into the architectural structuring of these applications. Some customers asked us why the solution was divided into numerous components. The answer is simple: because omnichannel is not a tool – it's a toolbox.

Q-nomy's omnichannel toolbox includes:

  • The base module (the OmniService app)
  • Channel platforms (currently, video and voice)
  • Applications-specific interfaces (currently available for Zoom and Teams video meetings, and for SMS chat)
  • And, various extensions that add specific functionality to the platform.

We'll be adding more applications, interfaces and extensions to the toolbox in the near future.

Different organizations have different needs when it comes to interacting with their customers across different platforms. Some focus on video as an alternative route to meeting in person; others find a phone conversation is good enough. For some businesses, text messaging and chatting are an integral part of their customer service. In contrast, others use chat only for initial sorting of customer needs before they need to have them engage in conversation with an agent.

There is no single model of omnichannel customer communications and therefore, there is no single solution that would work for everyone. For this reason, the toolbox approach is the smarter way to address customer service needs.

Also, remember that in Q-Flow you're not just getting a bunch of apps; the platform gives you a powerful Business Process Management module that connects all the dots together. With Q-Flow BPM, the organization can build customer journeys that span multiple channels and steps, ensuring seamless customer experience.

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