Omni-channel contact centre | All-in-one, AI-assisted Contact Centre as a Service (CCaaS) solution

Omni-channel contact centre

Today, your customers want a consistent and personalised experience across all channels of communication – think voice, email, chat, social media, and more. With 86% of consumers willing to pay more for a better customer experience, businesses cannot afford to overlook the importance of omni-channel customer service.

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Meet our powerful, intelligent, and customer-centric contact centre

Redefine how your agents interact with customers with our all-in-one, AI-assisted Contact Centre as a Service (CCaaS) solution. With true omni-channel capabilities, our contact centre puts your customers at the centre of all your conversations, ensuring your teams have all the information they need to deliver personalised support at their fingertips. Comprehensive workforce management tools, a purpose-built CRM, and intelligent AI functionalities are all available in one simple-to-use platform, all of which are designed to enhance productivity and efficiency within your day-to-day operations.

Request a free consultation

We’ll work with you to deliver a contact centre solution that promises to maximise customer engagement within your unique business.

Overcoming challenges with omni-channel

Challenge

Inconsistent experiences

Customers experience long wait times and are pulled from pillar to post. If customers switch between channels, agents may not have access to the context of previous interactions leading to less efficient issue resolution, and a less-than-stellar customer experience.

Solution

Single view of the customer

Agents have a full history of every interaction a customer has ever made in a single audit trail. This leads to faster resolution and reduced frustration. Give customers the choice to switch channel – from voice to webchat when there are high call volumes, or web chat to voice if it’s a complex query – it’s that simple.

ROI

Higher customer satisfaction

A study found that companies with strong omni-channel customer engagement have a 91% higher year-over-year increase in customer retention compared to those without.

Challenge

Siloed data

Getting a clear understanding of your business can be complicated when customer data is dispersed across various channels, CRMs, and apps. This fragmentation can cause agents to feel overwhelmed and unable to provide the level of service that customers expect.

Solution

Open integration

We integrate with a wide range of 3rd-party applications which means up-to-date information is instantly available, agents can provide the best service possible straightaway, and organisations can start automating processes and start making better business decisions. Leading to increased agent productivity, reduced staffing costs, and lower AHT per interaction.

ROI

Increased revenue

Companies that provide a consistent customer experience across channels see a 13% increase in revenue, according to Aberdeen Group.

Challenge

High cost of operations

Managing multiple channels separately leads to high costs and inefficient use of resources.

Solution

Digital channels

By implementing digital channels in a single interface your agents can handle a higher volume of customer interactions simultaneously, reducing your cost to serve.

ROI

Reduced costs

A study by Aberdeen Group found that companies using omni-channel contact centre solutions reduced their operating costs by 15% compared to those using traditional call centres.

Interested in our omni-channel contact centre?

Cirrus Copilot

Introducing Cirrus’ cutting-edge Generative AI engine, underpinning the entire CCaaS platform to drive automation and improve the customer journey. Regardless of whether you aim to automate customer interactions or harness Machine Learning to uncover operational trends, our suite of contact centre technologies, is redesigned and optimised by AI, equipping you with all the tools necessary to achieve success in the age of automation.

Boost your agents’ experience

Empower agents by providing insight, suggestions and automated assistance in real-time. Copilot collaborates with agents, providing smart summaries, automating tasks based on keywords, handling simple queries while enabling seamless handoffs, offering real-time suggestions, and giving live transcripts – boosting efficiency and superior support.

Improve customer satisfaction

Keep the focus on CX with live sentiment analysis and quality monitoring across every channel. It builds strong customer connections through instant responses, natural conversations, and smart suggestions, increasing happiness, loyalty and brand experience. Simple queries are handled directly, with seamless agent handoffs as needed.

Empower leadership within your business

Spend less time on admin and more time on engagement, with auto-summarise, live transcription, CRM integration and much more. Powerful insights are given to managers by analysing interactions and performance. It spots conversation trends for coaching, monitors metrics/actions with alerts, rates calls against rules, suggests personalised training, and predicts staffing needs – enabling better coaching, decisions and improvements.

Omni-channel communications

Visibility is key when it comes to reducing response times. Our omni-channel contact centre gives your agents access to all of your customers, conversations, and communication channels in a single pane of glass, allowing them to drive engagement and make it easier for customers to talk an agent who can assist them.

With our omnichannel contact centre solution, your agents have a 360-degree view of all previous customer encounters, enabling them to personalise their approach to conversations and maintain consistency across the customer lifecycle. Having this information to hand also helps reduce the need for customers to be passed from pillar to post, as most queries can be resolved during initial contact.

Enhance user experience by talking to your customers on any platform of their choosing. Our omnichannel contact centre supports Voice, Email, SMS, Webchat, WhatsApp, Social Media, and more, enabling you to switch between channels and continue conversations seamlessly, without the need for customers to repeat themselves or start a conversation from scratch.

Tailor your agents’ omni-channel desktops by task or function to deliver leading customer support across all of your communication channels. Provide your users with all the tools they need to optimise the customer experience, including full interaction history, script guidance (to maximise company voice consistency), and a thorough knowledge centre.

Voice & digital channels

Virtual agent

Link Pay+ & PCI pro
CSAT
Conversational AI
Call recording & storage
Wallboards
Outbound campaigns

Workforce optimisation (WFO)

Deploy the user-friendly tools your agents need to enhance productivity, deliver leading customer support, and adhere to contact centre compliance.

Engage your workforce

Foster customer-centric experiences in an omni-channel environment and keep your teams engaged with a wide range of user-friendly workforce optimisation tools, all accessible in one simple-to-use, unified interface.

Data-driven insights

Empower your contact centre with fully integrated solutions that don’t break the bank. Enable smarter, faster, and more data-driven insights about your operations, allowing you to make more informed business decisions.

Detailed feedback

Deploy effective and efficient quality monitoring and management processes throughout your business and utilise our smart, AI-integrated tools to collate insightful, objective feedback and distribute targeted training across your workforce.

Quality analytics
Quality monitoring
Workforce management
BI reporting
Agent assist
eLearning centre

Unified CRM

Our contact centre’s purpose-built CRM syncs with all your communication platforms, highlighting all of your customer information during each and every interaction.

Combining the power of a CRM system and a contact centre enables you to facilitate better customer engagements, offer personalised support, automate workflows, and access in-depth analytics with ease.

Provide your agents with a tool that grants them access to everything they need in a fully configurable desktop. And with AI-driven assistance and targeted automation, your teams will have the capability to work much more efficiently.

Improve data accuracy, streamline access to customer information, and encourage collaboration, all by centralising data management. It’s part of the formula that allows you to deliver more personalised and efficient customer experiences.

Purpose-built CRM
Configurable agent desktop
Agent scripting
Integrated agent workflows
Ticketing
Knowledge centre

CCaaS licenses

Our licensing model is tailor-made for the evolving needs of today’s contact centres. Drawing on a wealth of experience in deploying solutions across diverse industries, we’ve designed a flexible agent licensing model aligned with your operation’s natural growth trajectory.

  • Access license
    The Access Licence caters to basic contact centres and service desks moving to the cloud, providing essential Voice, Email and SMS services along with CRM integrations. It retains the current operation scale, blending cloud advantages with seamless system integration.

  • Manage license
    Serving as the common choice for many customers, the Manage Licence encompasses the Access features and extends to include advanced Workforce Management, Ticketing and Quality Management.

  • Engage license
    Designed for organisations seeking a comprehensive omnichannel approach from the beginning, the Engage Licence presents extensive digital channel support with significant long-term cost savings. The key omnichannel uplift is the addition of Webchat. Engage provides Quality Analytics for automated AI-powered interaction analysis. Additionally, it enhances agent development through the eLearning Centre, underpinning our commitment to continuous learning and improvement.

Feature Description Access Manage Engage
Voice Core contact centre module with intelligent routing, IVR, and all-in-one agent desktop.
Email Unified inbox for managing customer email interactions alongside other channels. Enables email campaigns.
SMS Supports 2-way SMS conversations, incl. high-volume outbound SMS campaigns.
Call recording (inc. 3 months storage) Automatic call recording with metadata indexing and pausing capabilities. Additional encrypted storage available.
BI reporting In-depth analytics across data sources – CSAT, quality, interactions etc.
CSAT Integrates and analyses CSAT data across channels for identifying issues and optimising customer experience.
CRM integration Enables integration between Cirrus and external platforms like CRM.
Agent scripting Tools for customising and managing call scripts/dialogues.
Secure payments (Link Pay+) Enables secure payments via URLs across channels as an alternative to IVR payments.
Cirrus Pulse Real-time notification channel to update agents on relevant information.
WFM Solutions for forecasting, shift management, and monitoring adherence. £
Quality monitoring Tools for quality monitoring including custom scorecards and compliance tracking. £
Ticketing Unified ticketing system linked across channels for tracking customer issues. £
Quality analytics Advanced conversation analytics using LLMs for scoring calls and identifying training needs. £ £
Webchat Facilitates real-time web-based chat between customers and agents. £ £
eLearning centre Integrated eLearning platform for agent training and development. £ £
Agent assist Real-time speech-to-text processing to provide agents with live information and guidance during customer interactions. £ £ £
WhatsApp Enables agents to send/receive WhatsApp messages alongside other channels. £ £ £
Outbound campaign management Tools for managing various types of outbound campaigns and dialling strategies alongside CRM integration. £ £ £
Social media (Meta) & online reviews Integrates Facebook Messenger / Posts, Instagram, Google Play / Apple App Store and YouTube into the agent desktop alongside other channels. £ £ £
AI models (incl. CAI & CAI+) Advanced, generative AI-based models supporting customer conversations across voice and digital channels. £ £ £
Secure payments (PCI Pro) Secure, PCI-DSS compliant in-call payment processing solution. £ £ £
Screen recording Records agent screens for quality, training and compliance purposes. £ £ £
Cirrus CRM Fully embedded contact centre focused CRM. £ £ £

£ indicates additional capabilities that can procured in addition to each license type.

Supervisor licenses

Supervisors possess all the capabilities that an agent does, but they have additional privileges. They can actively monitor, coach, and intervene in an agent’s interaction when necessary. They are also empowered to manage an agent’s status, adjust queues, assign skills, modify operational hours, and extract team-specific or department-specific reports from the system. Their primary role is to ensure seamless operation and quality assurance.

Admin licenses

Our CCaaS solution provides role-based granular administration roles. Roles are assigned by client system administrators and controlled via GUI. These permissions control the ability to configure and manage services, configure applications, create workgroups across locations, change/audit security settings, customise routing strategies/file partition rules, edit dialling restrictions, DNC files or access reports.

The service offers eight role-based security categories including:

  • SYSAdmin
  • Super User
  • Manager
  • Auditor
  • Report Viewer
  • Client Auditor
  • IT Users
  • Alerts Only

Wallboard licenses

This license provides wallboard functionality, enabling you to configure dashboards that display key performance indicators related to your interaction volume (for inbound and outbound services) and agent or team productivity. The wallboard can display real-time metrics for the overall performance and progress of a contact centre (for example, average hold duration, average speed of answer, or call abandon rate). Wallboards can also highlight real-time problems that require the attention of a manager or supervisor (for example, when an agent has been in the same state for a long time, or when a service level agreement has been violated), through alerts.

A dashboard can be displayed on any screen such as a tablet, desktop, or a widescreen office monitor, for private or public view, enabling you to monitor the activities related to your contact centre in real-time.

Customer success management

We’ll assign a dedicated Success Manager to you to guide you for the duration of your contract at no extra cost. Their primary objective is to help you get the best out of our solution by identifying opportunities to improve ROI. We know that our most successful partnerships almost always develop out of a close 2-way understanding between our teams.

Customer experience consultancy

Success Managers are an extension of your Operations team. They undertake regular meetings to understand your developing scenarios and any inherent risks, challenges and opportunities posed. Their recommendations are strategy-based, not product-based and they consider the motives of the wider customer team and align with senior management goals.

Aligning technology to results

Through collaborative consultation, Success Managers gain a deep understanding of your operations and provide expert guidance on how our solutions can adapt to you revolving needs and help shape any future project requirements. New innovations allow you to reduce agent-handled workload, improve consistency of information provided to customers, decrease the amount of time taken for a customer to access the support they require and provide valuable insight into customer interactions which would not have otherwise been available.

Supporting ongoing goals

Success Managers ensure the solution is fit not just for today’s requirements, but also throughout the lifetime of your contract. They are dedicated to optimising every area of the service based on your developing requirements –which we know will look very different in 6 –12 months compared to now.

Are you ready for omni-channel?

We help businesses reduce operational costs, improve agent efficiency, and increase revenue through improved customer satisfaction and retention.

Contact us today and we’ll help you achieve business success.