Vancouver, B.C., July 22 2020 — Comm100 announced today that TMC, a global, integrated media company, has named its omnichannel customer engagement platform as a 2020 Contact Center Technology Award winner, presented by CUSTOMER magazine.
Voice has long been the default customer service channel, but repeated studies reveal that telephone customer support has been falling in popularity throughout demographics, and continues to do so. Long wait times, multiple transfers between agents, and frustration at repeating queries are just some of the key reasons why today’s digital-first customers are moving from phone and towards digital communication channels. The percentage of people using live chat, for example, increases by 10% annually.
Comm100 Omnichannel empowers contact centers to connect with their customers when and where they want to engage – through live chat, email, social media, and SMS – through a single, unified console. This platform is strengthened with an integrated knowledge base and AI-powered, 24/7 chatbot to create the perfect balance between self-serve, agent assistance, and chatbot automation.
Comm100 Omnichannel also drives reduced operational costs, delivering improved customer experience at one third less the cost of phone service thanks to less expensive software and the ability for agents to handle more than one conversation at a time. Over 6500 organizations worldwide including Rackspace, Stanford University, and Canadian Blood Services use Comm100 to scale service capacity while reducing cost per engagement and improving customer satisfaction.
“Congratulations to Comm100 for being awarded a 2020 CUSTOMER Magazine Contact Center Technology Award. Comm100 Omnichannel has been selected for demonstrating innovation, quality and unique features which have had a positive impact on the customer experience,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize their achievement.”
This 15th-annual Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.
Comm100 is an award-winning global provider of omnichannel customer engagement solutions powered by automation, AI, and a friendly interface that’s fast and easy for both visitors and agents to use. Organizations like Rackspace, Stanford University and Home Trust Bank use Comm100 to deliver meaningful real-time conversations.
VP Marketing, Comm100