Unified Agent Desktop

Customer History

Nothing is lost with the Customer History view because NobelBiz OMNI+ offers in-depth historical information for every client, inbound or outbound. 

Agents can access a comprehensive record of previous interactions, purchase history, and preferences, enabling personalized and efficient customer service. With this invaluable insight at their fingertips, agents can anticipate customer needs, provide tailored solutions, and build stronger relationships. The Customer History view empowers agents to deliver exceptional experiences and foster long-lasting customer loyalty.

By leveraging the Customer History view in NobelBiz OMNI+, call center agents can effortlessly pick up where they left off, saving valuable time and ensuring seamless continuity. This comprehensive overview allows for proactive engagement, resolving issues promptly, and enhancing overall customer satisfaction.

With a wealth of historical data readily available, agents can deliver personalized interactions that leave a lasting impression, fostering loyalty and driving business growth.

Customer History is essential for ANY omnichannel contact center.

Get instant access to all the previous interactions of every client across a multitude of channels. The agent has immediate access to previous interactions with a particular client while also being able to update CRM information without having to leave the NobelBiz OMNI+ agent interface.

With Customer History as a core component of the NobelBiz OMNI+ contact center solution, agents can deliver exceptional service tailored to each customer’s unique journey. By accessing a complete record of previous interactions, agents gain valuable context and can anticipate customer needs with precision.

The ability to update CRM information within the agent interface streamlines workflows and eliminates time-consuming tasks, enabling agents to focus on building meaningful connections. With Customer History, your omnichannel contact center becomes a hub of personalized experiences, strengthening customer loyalty and driving business growth.

Customer History: The Foundation of a Healthy CX Strategy

Providing the agents with all the previous interaction information of a particular client solves half of the Customer Experience equation. Historical Interaction View offers a full image of all past agent-client interactions, including:

Date and time

The date and time stamp provided by the Historical Interaction View allows agents to understand the chronological context of customer interactions. This information aids in identifying patterns, trends, and specific timeframes where certain issues or concerns may have occurred, enabling agents to provide more targeted solutions.

Interaction Channel

Knowing the channel through which the customer interacted helps agents tailor their approach accordingly. Whether it’s a phone call, email, chat, or social media, understanding the channel provides insights into the customer’s preferred mode of communication and allows agents to align their responses to meet customer expectations.

Name of the agent(s) the client interacted with

The names of the agents the client previously interacted with offer a sense of continuity and personalized service. It allows agents to reference previous conversations and build rapport by acknowledging prior engagements. This continuity enhances the customer experience by fostering a sense of familiarity and trust.

Issues and dispositions history

Access to the issues and dispositions history empowers agents to proactively address recurring concerns. By reviewing past interactions, agents can identify recurring issues, track resolutions, and take necessary steps to prevent future problems. This proactive approach helps streamline operations, minimize customer frustration, and promote long-term customer satisfaction.

The benefits of using advanced customer history

The benefits of the Customer History feature within NobelBiz OMNI+ empower agents to deliver personalized experiences, streamline operations, save time, and foster long-term customer satisfaction. By harnessing the power of historical insights, agents can provide exceptional service that builds trust, enhances loyalty, and drives overall business success.

Delight Customers with Tailored Interactions

Leverage the Customer History feature to gain insights into previous interactions and preferences. Personalize engagements based on past conversations, allowing agents to provide a personalized touch that makes customers feel valued and understood.

Identify and Address Recurring Concerns

By accessing the issues and dispositions history, agents can identify recurring issues and take proactive steps to address them. Resolve problems at their root, reducing customer frustration and ensuring a smoother customer experience.

Time-Saving Insights

With the Customer History feature, agents have immediate access to a comprehensive record of previous interactions. This eliminates the need for customers to repeat information, enabling agents to handle inquiries efficiently and provide faster resolutions.

Building Stronger Customer Relationships

By leveraging the Customer History feature, agents can build stronger connections with customers. Referencing previous interactions and understanding their unique needs fosters trust, enhances customer satisfaction, and encourages long-term loyalty.

Improved First Call Resolution (FCR)

By having access to a customer's interaction history, agents can quickly understand the context of their query and identify previous solutions. This enables agents to address customer issues more effectively during the first interaction, increasing FCR rates and minimizing the need for callbacks or escalations.

Enhanced Customer Engagement

With Customer History, agents can engage customers in more meaningful conversations. By referencing past interactions and understanding their preferences, agents can tailor their approach and offer personalized recommendations. This level of engagement not only improves customer satisfaction but also strengthens the overall relationship, leading to increased loyalty and advocacy.

Until we deployed OMNI+ we had no means automating emails or text messages or even voicemail messages…
This is was a game-changing decision.

Brad Dashnaw, CEO – Shift Marketing

Related resources

Customer Data Platform for Call Centers
Blog Article
How to Evaluate Call Center Software Vendors for Customer Data Platform Solutions

Other OMNI+ Unified Agent Desktop features

Real-Time Monitoring in Call Centers
The Real Time Data capabilities of NobelBiz OMNI+ allow real-time reporting on running campaigns inbound, outbound or blended.
Agent Workspace Designer
Customize toolbars, shortcuts, and labels to create the perfect work environment and provide the agent experience your team will love.
Work From Home (WFH)
In today’s world, working from home is not a luxury anymore. This is probably the one feature that your agent will love the most.

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