The capabilities of an omnichannel contact centre are endless
Today’s customers want a consistent and personalised experience across all their channels of communication – think voice, email, chat, social media, and more. With 86% of consumers willing to invest more for a better customer experience, there is no time like the present to upgrade your current contact centre to a market leading omnichannel contact centre solution.
Omnichannel contact centres makes customer communications and channel management easy
Trying to manage all your organisations channels separately can be tricky and end up being a resource drain. With our omnichannel contact centre solutions, businesses have one easy to use portal to manage customer interaction across multiple communication channels.
For a customer, this is a huge benefit as they can start a conversation on livechat then switch the conversation to WhatsApp without having to re-enter all their information. And on top of this, Agents have a single, easy to use portal to provide customers with a personalised, seamless experience.
Give customers the choice in how they communicate, a choice that makes business sense.
Our omnichannel contact centre solutions are flexible and scalable meaning businesses can easily switch on new service channels to deliver a unified customer and agent experience. When there are high call volumes you can give customers the choice to switch from voice to webchat or another channel. This switch will enable you to deliver higher levels of customer service without the need for more agents.
Create a seamless customer experience with an omnichannel contact centre
Customers are busy and speed and convenience is paramount when it comes to providing an outstanding customer experience.
Without an omnichannel contact centre, your customers will have to enter the same information more than once if they choose to switch channels which takes them more time and risks a delay in resolution. You’ll also likely need more staff to manage the channels effectively.
Omnichannel contact centre solutions seamlessly integrate with 17 communication channels
- Messaging – Including: SMS, Webchat, Facebook Messenger, Twitter Direct Messages, WhatsApp*(additional license needed), Telegram.
- Social Media – Including: Facebook Pages / Posts, Twitter Timeline / Tweets, YouTube Comments, Instagram Pages / Posts.
- Online Reviews – Including: Google Play Store, Apple App Store, Google My Business.
Which means up-to-date customer communications are instantly available, leading to increased agent productivity, reduced staffing costs, and lower average handle time per interaction (AHT)
Gain insight in to the customer journey to provide the best possible service level
With an omnichannel contact centre you will have one centralised place to view all customer data no matter the communication channel they have chosen to use.
Agents have a full history of every interaction a customer has ever made in a single audit trail. This leads to faster resolution, less dependence on agents coupled with higher customer satisfaction levels (CSAT).
Why do clients choose to partner with Opus?
It’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver.
We are technology agnostic and only deliver a business outcome driven approach.
SERVICE LEVEL PROMISE
We provide fully comprehensive reports, dedicated contacts and financially backed SLAs.
Delivering a world class customer experience
Opus pride themselves on delivering an outstanding customer experience and hold the Service Mark accreditation from the Institute of Customer Service. We are the only Managed Service Provider in the UK to have been awarded this. We are a customer-driven and service-led technology provider, our 2% customer churn rate reflects this. Opus focus on delivering tailored technology with purpose and building long-term partnerships together with our clients.
Frequently asked questions about our contact centre solutions
An omnichannel cloud contact centre is a customer service solution that utilises cloud-based contact centre software to manage customer interactions across various channels. This approach enables customers to smoothly transition between different communication channels without interruption, which gives them choice and enables a more convenient way to gain a resolution.
These are the available integrations with a Cirrus Response contact centre solution.
Standard – Voice, Email, Video. Messaging – Including: SMS, Webchat, Facebook Messenger, Twitter Direct Messages, WhatsApp*(additional license needed), Telegram.
Social Media – Including: Facebook Pages / Posts, Twitter Timeline / Tweets, YouTube Comments, Instagram Pages / Posts.
Online Reviews – Including: Google Play Store, Apple App Store, Google My Business.
The main difference between a multi channel and omnichannel contact centre solution customers can effortlessly switch between channels without having to repeat or start again.
An omnichannel approach to customer service is to provide your customers with a seamless customer experience across multiple channels by integrating them within a centralised omnichannel contact centre solution. The integration between the selected communication channels and your solution enables all agents to see a 360 degree live and historical view of customer communications.
Contact centres are also still sometimes known as call centres, they are the same thing. A cloud-based omnichannel call center is a communications platform that leverages hosted software to manage interactions with customers across various channels. By providing a seamless transition between communication channels, customers can easily move between different modes of communication whist still receiving consistent and efficient support.
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All encompassing private and cloud unified comms solutions.
Fully managed, cloud based omni-channel contact centre solutions.
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