Solutions/Customer Experience
Omnichannel customer experience across every brand.
Unify voice, SMS, chat, email, WhatsApp, and social in one platform. Your agents see the full conversation history, your brands keep their own voice, and leadership gets one view of the customer.
The Multi-Brand Challenge
Organizations with multiple brands often run separate phone systems, chat tools, and social accounts for each one. Customers repeat themselves, agents juggle tools, and nobody sees the full picture.
Omnichannel CX brings every channel onto one platform, so a conversation that started in chat on Monday can continue by phone on Wednesday with full context.
Separate systems per brand
Different phone, chat, and social tools for every brand and location.
Customers repeat themselves
Context gets lost every time a customer switches channels or gets transferred.
Agents switch tools
Time spent jumping between screens instead of helping customers.
Siloed reporting
Leadership can’t compare performance across brands or channels.
What Unified CX Looks Like
One platform behind every brand, with each brand’s voice intact.
One agent workspace
Voice, SMS, chat, email, WhatsApp, and social handled from one place, with history that follows every conversation.
Intelligent routing
Interactions routed by skill, language, brand expertise, or customer value. VIPs reach senior agents, and simple questions go to AI.
AI for routine requests
Conversational AI handles scheduling, order status, and FAQs, then hands complex issues to people with full context.
Consistent brand experience
Each brand keeps its own voice, IVR prompts, and messaging tone on a shared platform.
CRM integration
One view of every customer across brands and touchpoints, kept in sync with your CRM.
Unified analytics
Consolidated reporting across brands, channels, and teams.
Who Omnichannel CX Is For
Organizations that serve customers under more than one brand, or across many locations, and want every conversation in one place. It fits best when customers already reach you by phone, text, chat, and social, and your teams answer from separate tools.
See how this applies to hospitality and home services.
- Several brands, one service teamAgents who answer for more than one brand from the same desk.
- Customers who textPeople who would rather send a message than wait on hold.
- Many locationsLocal numbers and inboxes that each brand or site set up on its own.
- Leaders who want one viewReporting that compares brands and channels side by side.
Results You Can Measure
50%
Reduction in support costs
35%
Improvement in first contact resolution
28%
Increase in customer satisfaction scores
Results organizations have seen after unifying their channels.
Client example
80%
Faster customer response times
An omnichannel CX transformation let customers reach the business on their preferred channel.
Our Approach
We start with how your customers reach you.
1
Map
We map today’s customer journey across channels and brands to find dropped conversations and siloed data.
2
Design
We design one architecture that keeps each brand’s identity and consolidates the backend.
3
Implement
We roll out in phases, starting with your highest-volume channels.
4
Optimize
We tune routing, AI, and reporting as volume and needs change.
Frequently Asked Questions
Can each brand keep its own identity?
Yes. Each brand keeps its own phone numbers, IVR prompts, messaging tone, and look, while running on a shared platform with unified reporting.
Which platform do you recommend?
It depends on your scale, integrations, and budget. We’re platform-agnostic and match you to the platform that fits your business.
Do we have to move every channel at once?
No. Most organizations start with their highest-volume channels and add others in phases.
Where does AI fit in?
AI handles routine requests like scheduling, order status, and FAQs, and hands complex issues to your team with the full conversation history.
What does it cost to work with ETS?
Our advisory work, including mapping your customer journey, comes at no cost to you. We’re compensated by the technology partners we work with, so you get impartial guidance without budget impact. When a recommendation includes a provider’s service, you see its pricing and ROI before you decide. See how we work.
Can it connect to our CRM?
Yes. CRM integration is part of the design, so agents see one view of each customer across brands and touchpoints.
Start With a Complimentary Assessment
A working session to map your customer journey across every channel and brand, with no obligation.
- Tell us how customers reach you
- We map the journey
- We show you where to improve
Prefer to talk? Call (770) 425-9898
Request Your Assessment
Tell us a little about your organization and we’ll follow up to schedule a time.