Omnichannel Contact Centre | Voice, email, chat, social media, and more

Omnichannel 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 omnichannel customer service.

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Voice, email, chat, social media, and more

As you can imagine, trying to manage all these channels separately can be a real headache. That’s where our omnichannel contact centre comes in. With our solution, businesses have one, easy to use portal to manage customer interaction across multiple communication channels. Customers can effortlessly switch between channels without having to repeat or start again. Agents have a single, easy to use portal to provide customers with a personalised, seamless experience.

With our modular approach, businesses can easily switch on new service channels to deliver a unified customer and agent experience, whilst achieving a strong return on investment (ROI).

Overcoming challenges with omnichannel

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 omnichannel 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 omnichannel contact centre solutions reduced their operating costs by 15% compared to those using traditional call centres.

Interested in our omnichannel contact centre?

Channel channel channel

The great thing about omnichannel is that it allows customers to communicate with your business using the channel that’s most convenient for them. We are constantly adding new channels, so you can launch new services as and when you need them.

Voice excellence

With exceptional voice quality and reliability, our solution incorporates enterprise-class IVR, call routing (ACD) queuing and call back options, so you can deliver personalised, unique journeys for your callers based on the criteria you decide. This flexibility to design the solution around you and your customers’ needs is part of what makes us unique.

Emails made easy

Our omnichannel solution identifies, prioritises and routes emails to the correct team and enables agents to manage high volumes with ease. With full formatting and media capabilities, canned responses, templates and ready access to a customer’s interaction history and CRM information, agents have everything they need to quickly understand the customer’s journey and personalise their experience.

Chat and messaging

Whether your customer chose Facebook Messenger, X DM, SMS, WhatsApp, our solution will deliver it to your agents, with full customer engagement history, in one place alongside all the other channels you have chosen.

Customise your webchat with predefined response templates to help drive consistency. Chat supports multiple queues and skills-based routing to deliver the query to the most relevant agent. And of course, it also supports seamless channel switching should a chat need to change to a call.

Chat & messaging | Omnichannel Contact Centre

Get social and online reviews

People share their brand experiences on social media, the good, the bad and the ugly. By incorporating social media alongside your other channels, you can support and engage your customers on the social channels they use. By incorporating social media and online reviews, you can respond to posts, comments and reviews quickly and improve CSAT and brand perception.

Social & online reviews | Omnichannel Contact Centre
Video Call | Omnichannel Contact Centre

Video

No matter what industry you’re in, video offers impressive benefits including faster resolution time, reduced costs and a better customer experience.

Are you ready for omnichannel?

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.

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