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Omnichannel Case Management

Unified case history across channels with seamless channel switching and full context preservation reducing repeat contacts by 30-50% through connected experiences.

Business Outcome

time reduction in case handling

Complexity:

High

Time to Value:

3-6 months

Why This Matters

What It Is

Unified case history across channels with seamless channel switching and full context preservation reducing repeat contacts by 30-50% through connected experiences.

Current State

(Traditional)

Customer contacts support via chat about order issue.
Separate case created in chat system.
Customer follows up via phone call next day.
New case created in call system (no link to chat case).
Customer must repeat entire story to phone agent.
Agent has no visibility into previous chat interaction.

Characteristics

• Salesforce
• Zendesk
• Freshdesk
• VoiceSpin
• eGain
• AI chatbots

Pain Points

⚠ Channel Silos and Lack of Integration: Fragmented customer data leads to repeated information.
⚠ Inconsistent Customer Experience: Poor service continuity when switching channels.
⚠ Agent Overload and Inefficiency: Increased workload without automation.
⚠ Complexity in Managing Multiple Platforms: Technical challenges in integrating diverse channels.
⚠ Limited Self-Service Effectiveness: Customers struggle with self-service options.
⚠ Integration Complexity: High costs and technical challenges in unifying systems.
⚠ Training and Change Management: Ongoing investment needed for agent proficiency across tools.

Future State

(Agentic)

Customer contacts support via any channel (chat, phone, email, social).
Case Management Agent creates unified case linked to customer identity.
Context Preservation Agent captures: issue details, conversation history, resolution attempts, customer sentiment.
Customer switches channels (chat to phone) - agent sees full history.
Agent continues conversation from where previous channel left off (no information repeat).
Case resolved faster with complete context.

Characteristics

• Cross-channel interaction data (chat, phone, email)
• Customer identity and account data
• Case history and resolution data
• Conversation transcripts and recordings
• Agent notes and actions taken
• Customer sentiment and satisfaction data

Benefits

✓ 30-50% reduction in repeat contacts through context continuity
✓ 100% context preservation vs 0% across channels
✓ Seamless channel switching (customer never repeats information)
✓ Faster resolution with complete interaction history
✓ Improved customer satisfaction through connected experience
✓ Agent efficiency increases with full context

Is This Right for You?

50% match

This score is based on general applicability (industry fit, implementation complexity, and ROI potential). Use the Preferences button above to set your industry, role, and company profile for personalized matching.

Why this score:

• Applicable across multiple industries
• Moderate expected business value
• Time to value: 3-6 months
• (Score based on general applicability - set preferences for personalized matching)

You might benefit from Omnichannel Case Management if:

You're experiencing: Channel Silos and Lack of Integration: Fragmented customer data leads to repeated information.
You're experiencing: Inconsistent Customer Experience: Poor service continuity when switching channels.
You're experiencing: Agent Overload and Inefficiency: Increased workload without automation.