OMNI-CHANNEL contact center
or how to unify customer contacts in all communication channels
OMNI-CHANNEL contact center
or how to unify customer contacts in all communication channels
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or how to unify customer contacts in all communication channels
Omni-channel contact center combines many routes customer can contact your company, like phone, email, sms, webchat in one application, one logic.
This leads to increased effectiveness and more satisfied customers.
Today's customers communicate via multiple digital channels, not only over the phone, and expect professional customer service solving their issues quickly.
Omni-channel contact-center offers unified handling of all customer interactions, enables AI automation based on customer records, and empowers agents to solve problems without escalations.
Customer experience
Customer experience
Regardless of the way customers contacted your company, agents are able to follow customer journey and see full interaction history.
AI chatbots automate basic interactions and shorten wait times. AI is helping agents in finding right information quickly, so issues can be solved without escalations.
Omni-channel
Omni-channel
Omni-channel contact center is a single communication tool covering multiple ways customers interact with your business:
telephone
email
sms and messaging
social media
web chat
web video
Artificial Intelligence bots
Artificial Intelligence bots
Aggregation of all communication channels and comprehensive access to interaction history is a perfect enabler for AI automation in the contact center.
AI chatbots and voice bots understand customer intent, so provided answers are more accurate. Bots integrate with business processes and databases so routine tasks, for example account balance checks, password reset requests, or setting appointments can be automated.
For non-standard issues or bot transfers the interaction to a real agent.
Phone numbers in EU and selected countries worldwide
Number portability of international numbers
Attractive call rates
High voice quality
Bring Your Own Trunk
International operator services for your contact center
International operator services for your contact center
Inbound and outbound campaigns
Inbound and outbound campaigns
Agents can be dynamically assigned to campaigns in selected or all communication channels.
Outbound campaigns can be automated and run not only as agent telephone calls, but also via other channels, e.g. sms or messaging.
Statictics and reporting
Statictics and reporting
Customer interactions are recorded in one common database allowing agents to see the history of relevant events which improves resolution time and customer satisfaction.
Aggregated statistics gives unique data for analysis of customer behavior and preferences.
As data is available in real-time, supervisors can effectively manage agent workload.
Satisfied agents
Satisfied agents
Serving all possible channels in one app helps agents work in a more structured way and solve customer issues quicker. All relevant information is available in one place, summarized by AI. Agents avoid unnecessary window switching!
Why Contact Center as a Service
Why Contact Center as a Service
short implementation time - counted in days rather than months typical for hardware projects
low entry costs - service subscription model means no initial hardware and software investment
modularity and scalability - new users and functions are instantly added. Additional communication channels can be started as contact-center business is growing.
self-administration means lower costs and shorter time for implementation of changes
Contact us
Contact us
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