Seamlessly engage with your customers on their channel of choice and the device of their choice
Transform your customer engagement with omni-channel
The modern contact centre plays a critical part in a company’s ability to stay ahead of competition and keep up with customer demand. These demands have changed rapidly over the last few years with customers now expecting to be able to use a mix of channels to communicate, while demanding even more rapid response and resolution times.
The Benefits of Omni-Channel
Create a more personalised experience
Omni-channel is ultimately about understanding your customer’s journey. The concept of the ‘Super Agent’ means that your agents will be trained to deal with a mix of voice, text, chat, social, video and real-time communications in a single consolidated queue. The agent will have all the data needed to solve the customers problems and know all about them based on previous interactions, to ensure a resolution happens as smoothly and as quickly as possible.
Improve productivity and efficiency
As agents can seamlessly move from one channel to another, the first contact resolution rate improves. The option to interact and share information across channels reduces wait times for customers and the total cost per contact.
Gain a deeper understanding of customers
The onmi-channel approach enables businesses to analyse customer communications across all channels, including social media. Identify potential problems and customer complaints so they can be addressed before becoming a real issue.
Our omni-channel solutions let your customers communicate with you in a way they want, at any time they want. We can provide the most comprehensive omni-channel solution no matter what size of contact centre, allowing you to integrate and mix and match over 30 different applications. Here are just a few:
Omni-Channel Solutions from Opus
As an independent technology provider, we can implement a state of the art omni-channel CCaaS (Contact Centre as a Service) solution with our industry leading partners Cirrus or 8×8, or as a Mitel Platinum Partner a single on-premises or hybrid contact centre solution. Our team work with you to understand the challenges and opportunities within your contact centre space and then work in partnership with you and our specialist partners to implement these seamlessly within your organisation to ensure a truly omni-channel experience.
Opus Contact Centre as a Service (CCaaS)
Contact Centre as a Service (CCaaS) is a cloud-based business solution intended to help companies access the service they need to support their customers over the cloud. The CCaaS model is ideal for contact centres of all sizes as it offers the scalability required to change your environment as the business needs evolve, along with the flexibility of being able to pay to purchase and pay for only the tools you need at the time.
With CCaaS a business will get all the features they’d expect from a state-of-the-art contact centre delivered through the cloud. This means they will get all the benefits of the latest technology releases without having to worry about managing their own on-premises assets
Opus Single Platform Contact Centre
The Mitel MiContact Centre is available as an on-premises, hybrid or cloud based portfolio of applications designed to maximise the efficiency of all contact centres, whether you have a small contact centre with a few customer service agents or a large multi-site centre in need of omnichannel capabilities.
MiContact Centre applications equip contact centre agents with a unique set of tools to handle customer enquiries quickly and efficiently while at the same time empowering supervisors to improve business processes, with sophisticated analytics and management reporting.