Contact Centers Focus on Omnichannel Excellence to Drive Greater Customer and Agent Satisfaction


Omnichannel helps businesses improve the agent and customer experience while lowering costs and delivering a solid return on investment, finds Frost & Sullivan

SANTA CLARA, Calif., April 19, 2021 /PRNewswire/ — With the growing acknowledgment that agent experience and customer experience are deeply entwined, contact centers are offering omnichannel experiences to the customer and agent. This evolution of the definition of omnichannel has spawned developments in mobile engagement, process automation, guided experience, and enhanced knowledge management. Companies are increasingly infusing new technologies, such as artificial intelligence, to integrate channels and applications to create seamless customer journeys and reduce customer effort. Meanwhile, the data generated through these customer journeys is harnessed to provide immediate customer feedback and obtain insights to further refine the customer experience.

Frost & Sullivan’s latest eBook, Omnichannel Customer Engagement Has Changed—Has Your Contact Center Platform Evolved With It?, discusses the challenges and benefits of creating an omnichannel customer experience. It explores the technologies that organizations need to invest in to drive exceptional customer and agent experiences and the value of proactively achieving compliance targets.

To download the complimentary eBook, please visit:

“The seamless integration that omnichannel fosters has immense, diverse benefits for an organization,” observed Nancy Jamison, ICT | Industry Director at Frost & Sullivan. “It enables a unified customer engagement across channels, fostering deeper relationships and upsell opportunities. By helping agents truly understand what is happening with each customer interaction, it allows them to better align customer outcomes with business goals. Furthermore, it enables them to more easily add channels as they are needed or invented.”

LiveVox, with its purpose-built cloud contact center platform, helps businesses address the twin challenges of improving the agent and customer experience while lowering costs and delivering a solid return on investment,” noted Louis Summe, CEO at LiveVox. “Our Unified CRM has a built-in contact manager capability that enables better control of the conversation. The unified customer profiles automatically centralize all interactions across all channels and account information in a single location, aiding seamless information flows among channels.”

Omnichannel encompasses every aspect of customer interactions. In addition to delivering more accurate and insightful quality management and compliance processes, it can also help deliver measurable benefits, including:

  • Reducing average handle time (AHT) by eliminating friction in the customer journey, as information and context flow with the customer from self-serve channels to the agent.
  • Increasing first-contact resolution (FCR) by assisting customers with more information-rich, self-service channels and providing agents with more insights and information.
  • Increased customer satisfaction (CSAT) by more quickly handling interactions by agents with the right tools to assist customers.
  • Lowering the total cost of ownership (TCO) by realizing the benefits of reducing customer effort and enhancing agent performance.

About Frost & Sullivan

For six decades, Frost & Sullivan has been world-renowned for its role in helping investors, corporate leaders and governments navigate economic changes and identify disruptive technologies, Mega Trends, new business models and companies to action, resulting in a continuous flow of growth opportunities to drive future success. Contact us: Start the discussion.


Mariana Fernandez

Corporate Communications



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Handicraft Furniture setting a new trend in the interior and home décor industry

Handicraft Furniture setting a new trend in the interior and home décor industry

Furniture is one of the most prominent and significant aspects of any space. It adds a distinct depth and feel to the décor and enhances its beauty to the next level. Conventionally furniture was considered only as a side element while designing an interior. However, today the trend has changed; the limelight is on the furniture and furnishing elements. Young interior designers and architects are giving utmost importance to furniture and are heavily investing their time and efforts to get the best furniture for modern urban spaces.

Antique Handicraft Furniture

Saharanpur – the furniture city of India is renowned for its explicit patterns, wide motifs, and creativity. The city is home to some of the most skilled and proficient artisans and craftsmen. These creative enthusiasts are known for their attention to detail, intricate carving, and eye for perfection. The finishing and look of the furniture created in this city are beyond comparison. Craftatoz is one of the reputed furniture manufacturing companies in India. Established in the year 1989 in Saharanpur, the company has more than 300 trained and skilled workmen. The antique and eternal furniture created by Craftatoz sets the perfect symphony of texture and gives your space a stunning and grandeur appearance.

Furniture artefacts are one of the worthwhile investments. It not only augments the overall appearance of your room but also meticulously sets the whole ambience. The novelty and ethnic feel of antique furniture make it highly popular amongst the masses. The designers and interior decorators are hunting unique and exquisite antique furniture that connects one with the Indian roots. Craftatoz is one of its kind of handicraft furniture manufacturing company striving to preserve the Indian handicraft industry and introducing artistic handicraft furniture that is spectacular and awe-inspiring.

Preserving the art of Handicraft

Handicraft furniture online is a part of Indian heritage and culture from the Britishers time. Handicraft furniture speaks volumes about our rich history and love for art. Handicraft furniture is an integral part of our interiors and gives your premise an elegant touch. However, over the period of time with the introduction of modernization and machine-made furniture, the significance of handicraft furniture has been also affected to a great extent.  Furniture giants like Craftatoz are exerting themselves to promote the artisan’s talent and preserve the art of handicraft. They are bringing handicraft furniture to modern homes and preserving our legacy. Handicraft furniture is a seamless combination of modern art, style, and antiquity. They are unmatched and a true epitome of sophistication.

Handicraft furniture suits your décor and adds more splendor to it

The latest global trend in home furniture and decoration is Handicraft Furniture. Décor with the layer of Indian handicraft products and furniture creates an interesting décor and creates an impeccable melody of texture, color, fabric, styles, etc. Antique handicraft furniture in the form of mirrors, center table, jharokhas, Chandeliers, key holders, table lamps, corner tables, and much more. Handicraft Furniture is true alchemy of style and poise. They are an ideal fit for any modern urban or conventionally designed abodes. The handicraft wooden furniture celebrates luxury and creates a lavish feel.

The matchless collection of handicraft furniture

Handicraft furniture is never outdated. They are timeless and always in fashion. Other furniture styles may come and go but the love for Indian handicraft and artistic furniture is increasing at an enormous rate. A true lover of Indian culture and exclusive products is sure to get impressed by the sumptuous range of handicraft furniture offered by Craft atoz. The handicraft furniture can truly revamp your furniture and add a gleam to your interiors. Handicraft furniture is available in size, style, and pattern. The availability of premium grade handicraft furniture collection has led to an immense increase in the demand and utility of the same. Interior designers and décor experts are incorporating handicraft furniture to create a comprehensive mood of the space and give it a cutting-edge.

Taking furniture industry to newer heights

Like every industry, the furniture industry has also witnessed several ups and downs. The trends in the furniture industry are ever-evolving. There are continuous introductions and upgrades in this sector. However, the heart of the furniture segment is still ‘Handicraft Furniture’ the simplicity, quirkiness, antique touch, regal patterns and immersive feel of handicraft furniture still continue to mesmerize everyone with its grandeur and sheer opulence.

Handicraft furniture is at the pedestal and gaining substantial attention worldwide. They are widely acknowledged as one of the most reputed, credible, and authentic Indian art forms. The handicraft furniture reflects the legacy of the country and opens new avenues for Indian craftsmen and artefacts. Craftatoz with an aim to provide these artists global exposure and widespread Indian culture to every corner of the world brings a well-thought, finely detailed range of handicraft furniture that creates the cult and sets new milestones in the world of online furniture.


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