The customer experience challenge in the digital age

By 2020, customer experience will be the key differentiator for companies, more important than product and price criteria. In addition, the growth of online services is accelerating the digital transformation, meaning that customer contact centres need to be accessible to existing or potential clients, regardless of the channel.

The relationship between customers and brands evolves with the digital transformation. It is necessary that the relationship with customers is unified across all channels (including chat and video) as well as available on mobile devices
To increase brand loyalty enterprises need to deliver a unique experience with their customers.  Customer insights and data analysis must be mastered to have a 360° customer view.
While improving the customer experience, companies must increase their efficiency with combining automation/AI and human processing.
Companies are looking for flexible and scalable solutions that adapt to their constant evolutions

 

Why Worldline?

Worldline helps your organisation improve employee experience as well as customer experience through an easy to use, ergonomic and customizable omnichannel solution.

Our strengths

• A 100% non-intrusive web solution
• A secure and adaptable platform designed to deal with peaks in your workload
• A business model based on your business metrics
• Easy to use interfaces designed by our ergonomics experts and designers

 

 

Key figures

  • 25 years’ experience improving customer relationships
  • 20 000 agents simultaneously connected
  • Native cloud platform handling 2.2 billion contacts per annum
  • 150 people dedicated to our product and customer support

 

WL Contact brochure

Learn how we can help with implementing your omnichannel contact center.

DOWNLOAD BROCHURE

Revolutionize your contact centre tool and focus on your business by choosing a modern, intuitive and reliable solution

IMPROVE CUSTOMER EXPERIENCE

Allow your clients to contact the brand via any media (phone, email, social networks, chat, videoconference …) 

BOOST EFFICIENCY

Find the best way to connect your clients & your employees through our powerful routing engine.
 

EMPOWER EMPLOYEES

Equip easily your employees so that they can focus on their work tasks: satisfying customers wherever they are.

 

ENSURES SECURITY

Enrich your tools through a relevant integration with your legacy systems whilst complying with regulations and technical requirements.
 

Enrich your omnichannel customer relationship

WL Contact allows contact centers to improve the resolution rate from the first contact, reduces the dropout rate and increases customer satisfaction. Our Cloud native solution is suitable for all types of organisations and sectors whilst adapting to the activity volume.


In the fast-paced business landscape we operate in, businesses require multi contact relationships with their customers, demanding a more personal approach to their complex questions.
However, do contact centres have enough resources to split their staff dealing between complex and simple queries?

Find out how Worldline sheds light onto this key topic.
Download WL Contact Whitepaper

Re-humanising the Contact Center with WL Contact
Download infographic

Daniel de Clerck, Chief Operating Officer of BNP Paribas Fortis

We chose Worldline to build and operate our CSC program in SaaS mode after a lengthy selection process that included an in-depth functional and technical evaluation of WL Contact. This will be a game-changer for BNP Paribas Fortis, and the CSC program will help us to transform the relationship between our bank and our customers, irrespective of their location or the way they contact us.

BNP Paribas Fortis has chosen Worldline to set up and operate its Omni-Channel Contact Service Centers.
Read press release