Redefine Customer Service with an AI-powered Omnichannel CCaaS Platform
Reduction in point solution and silos, to ensure a consistent and true omnichannel experience for the customers - A single unified platform for all your customer service needs.Empower customers with a robust and flexible self service
Consolidate your tech stack to a single unified platform
Leverage the power of truly blended and omni-channel customer service
Extensive channel coverage
Truly Omnichannel
Blended Solution
Don’t restrict yourself with limited channels
Deliver a superior experience to your customers on their channels of choice with a coverage of 30+ channels and counting.
Empower customers with a robust self service platform
Enable customers to solve their queries using AI powered conversational AI, community and Knowledge base
Self-serve journeys
Self help KBs
Self help communities
Enable customers to use self service seamlessly
Provide self-serve and seamless 24*7 support using conversational AI i.e. Chatbots, voicebots across channels like whatsapp, voice, etc
Improve agent efficiency with real time smart assistance
Help your agents with AI powered automation so that they can focus on delivering superior experiences with enhanced productivity
Unified agent routing
Unified agent desktop
Agent assist
Improve efficiencies by finding the ‘right’ agent
Leverage smart pairing to match the best agent for the case and the customer, or use your traditional routing logic.
Enhance performance with AI powered actionable insights
Analyze 100% of customer interactions across all channels and leverage real-time workforce optimization to constantly increase contact center efficiency
Real Time monitoring
Contact Center analytics
Quality and Workforce management
Respond faster to events
Do not miss the SLAs and optimize resource allocation with unified real time monitoring to stay on top of Queues and Agents. Re-assign cases, calibrate agents status as per the need instantaneously.
Frequently asked questions
Omnichannel contact center software is a comprehensive solution that enables seamless customer interactions across multiple customer-facing channels like phone, email, chat, social media and more. A true omnichannel contact center solution goes beyond ticketing and customer support. It works as a unified customer experience platform, ensuring consistent experiences, efficient agent collaboration and improved customer satisfaction.
While the key features of omnichannel contact center software vary by vendor and platform sophistication, here are some foundational features most software offers:
Extensive channel coverage: Centralizes communication channels for seamless customer interaction
Unified Customer Profiles: Provides agents with a comprehensive view of customer history via a unified agent desktop
Blended inbound and outbound: Utilizes inbound agents for outbound and vice versa to maximize productivity and achieve targets efficiently
Cross-Channel Consistency: Ensures consistent experiences across all communication channels
Omnichannel Routing: Directs interactions to suitable agents based on agent expertise, availability and other predefined criteria
Real-Time Monitoring: Supervisors can monitor agent activities for quality control and do quick reassignments to never miss an SLA
Predictive Analytics: Anticipates customer needs and suggests appropriate actions
Workforce management: Predicts future staffing requirements based on historical trends and helps auto-create schedules
An omnichannel contact center solution enhances customer service by providing a seamless and consistent experience across various communication channels. It empowers agents with unified customer data, enabling personalized interactions.
Predictive analytics anticipate customer needs, while efficient routing ensures quick issue resolution. This leads to increased customer satisfaction, loyalty and efficient agent collaboration.
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Yes, truly omnichannel contact center platforms are purpose-built to integrate with existing systems through APIs, allowing seamless connectivity with CRM systems, help desk software, knowledge bases, analytics tools and other relevant applications. This integration ensures a cohesive flow of data and interactions, enabling a more comprehensive and efficient customer service experience.
Omnichannel contact center software drives business growth and operational excellence in many ways. Some of them are:
Enhanced customer experience: Seamless interactions across multiple channels boost customer satisfaction and loyalty.
Improved agent efficiency: Unified customer profiles and predictive analytics empower agents to address issues more efficiently, which reduces handling times and elevates productivity.
Better data-driven decisions: Most contact center solutions come with comprehensive contact center analytics and reporting software to give insights into customer behaviors and trends, enabling you to make informed strategic decisions.
Streamlined operations: Efficient routing, collaboration tools, and automation lead to optimized resource allocation and reduced operational costs.
Next-gen Platform for a Future Ready Contact Centre
