Support and Maximize customer interactions with an Omni Contact Center, embracing preferred channels like Email, Voice, Social Media & Chat. Gain a unified view of their journey and boost productivity with seamless CRM integration and automated Call Center operations.

 

What is an Omnichannel contact center?

An omnichannel contact center is a dynamic customer service solution that utilizes cloud-based software to handle customer interactions seamlessly across various channels like phone, chat, email, SMS, and social media. It enables seamless transitions between channels within a single interaction, ensuring a unified and consistent customer experience.

Powering 7000+ Businesses in 60+ countries

Why is an Omnichannel contact center important for
customer experience?

With an omnichannel contact center, agents can access the same data, ensuring smooth channel transitions. Customers appreciate the perk of communicating through their preferred channels, elevating their operational efficiency and reputation.

An organized structure ensures efficient call routing among various departments, enhancing customer satisfaction.

One of the efficient ways to build and implement a rigorous process for your agents is to ensure tight integration of tools like chat, CRMs, and telecommunications without any hassle, ensuring streamlined processes and amplifying agent effectiveness.

With an omnichannel contact center, support reps can collect and interpret customer data, resulting in improved user experiences, boosting response rates, and converting prospects effectively.

With an omnichannel contact center, agents can access the same data, ensuring smooth channel transitions. Customers appreciate the perk of communicating through their preferred channels, elevating their operational efficiency and reputation.

An organized structure ensures efficient call routing among various departments, enhancing customer satisfaction.

One of the efficient ways to build and implement a rigorous process for your agents is to ensure tight integration of tools like chat, CRMs, and telecommunications without any hassle, ensuring streamlined processes and amplifying agent effectiveness.

With an omnichannel contact center, support reps can collect and interpret customer data, resulting in improved user experiences, boosting response rates, and converting prospects effectively.

Benefits of Omnichannel contact center solution

Seamless Multi-channel Engagement:

Accelerate business growth by cultivating enduring customer relationships throughout their journey. Omnichannel CC enables customers to communicate across various channels while maintaining context, ensuring a smooth and consistent experience.

Comprehensive Monitoring, Simplified Dashboard:

With an omnichannel setup, contact centers can monitor interactions across all channels in a unified dashboard and access real-time data. Exotel's omnichannel cc empowers call center managers and supervisors with valuable insights for informed decision-making.

Efficient Automation, Enhanced Workflows:

Simplify business processes by implementing robust automation rules in the omnichannel contact center software to streamline processes, boosting agent productivity and improving workflow efficiency.

Seamless CRM Integration, Enhanced CX

Effortlessly access customer information for personalized interactions with CRM integration. Integration with CRM systems enables agents to access customer information seamlessly, leading to personalized interactions for a hassle-free and improved customer experience.

Faster Customer Support Resolution Times

The comprehensive view of customer interactions and information enables agents to resolve issues more quickly, reducing customer wait times and boosting satisfaction.

 

Personalization

With a holistic view of customer interactions, agents can offer personalized solutions and recommendations based on the customer's journey

Omnichannel Contact Center Features to Look For

Unified Interface

A single platform to manage all communication channels, ensuring a consistent and seamless customer experience, and enabling customers to interact through their preferred communication modes. 

Agent Efficiency

Omnichannel contact center enables agents to handle multiple interactions simultaneously, increasing productivity and reducing response times.

Customer Sentiment Analysis

With this capability, the contact center can analyze customer interactions to gauge emotions and satisfaction levels. This data helps agents tailor their responses and actions, leading to more personalized and effective customer interactions.

Analytics and Insights

Collect and analyze data from all channels to gain valuable insights, improving customer interactions and operational strategies. Real-time and historical data tracking aids in understanding customer behavior, measuring agent performance, and identifying communication trends.

Omnichannel Routing

This feature enables seamless transitions between various communication channels, allowing customers to engage with businesses through their preferred means while maintaining context and reducing friction.

Exotel's Omnichannel Contact Center Software - A Smart Choice

Robust End-to-End Security for Enterprises

Exotel ensures top-notch security with enterprise-grade measures. It is PCI DSS compliant in certified public cloud environments across India, Asia Pacific, Africa, and the Middle East. Additionally, Exotel holds ISO 27001 & ISO 27018 certifications. We follow a meticulous product development, delivery, certification, and implementation process, including thorough internal testing and periodic VAPT certification with an independent IT Security Agency. Our commitment to security is unwavering, with strict adherence to CVSS standards for a safe and reliable solution.

 

Effortless Cloud-Based Deployment

Exotel's Cloud-based contact center software is the key to cost-efficient and scalable operations. Say goodbye to infrastructure costs as you expand your business. With both public and private cloud options, our Cloud-based Call Centre Software ensures high-end security for your operations. Enjoy data protection with VPN security and engage with your customers confidently, free from any security concerns. Streamline your call center operations with seamless and secure cloud-based deployment.

 

Unparalleled Customer Engagement Expertise

With over years of experience, Exotel is a proven leader in delivering top-notch customer engagement solutions. We specialize in helping consumer-facing brands enhance customer interactions across diverse channels, including voice, email, chat, social media, video chat, and messaging. Trust our expertise to streamline and elevate your customer engagement, ensuring lasting customer satisfaction and business success.

 

Global Brands Trust Exotel

Exotel's reliability is proven by its trusted partnerships with over 7,000+ brands across 60+ countries. Our clientele spans various industries, including BFSI, Edutech, Travel and Hospitality, eCommerce, Healthcare, Aviation, and more. Count on us for comprehensive support, as we offer 24/7 assistance through our regional partners to ensure your success at all times.

 

Flexible Pay-as-You-Go Model

Exotel provides a convenient pay-as-you-go payment model, allowing you to minimize CAPEX costs. Scale your operations in a cost-effective manner, tailored to your business requirements. Enjoy the flexibility to pay only for the resources you use, making it easier to manage your contact center expenses.

Customer Experiences That Speak Volumes

Frequently Asked Questions

Omnichannel contact centers enhance customer satisfaction by accommodating their preferred communication methods and journey. This approach fosters loyalty and increases efficiency, as agents have a holistic view of customer interactions. It also facilitates better tracking of customer histories and empowers agents to offer personalized interactions.

Yes, our omnichannel solutions are designed to integrate seamlessly with existing software and tools, making the transition smoother. Exotel ensures that your business can continue using familiar platforms while reaping the benefits of an omnichannel approach.

Absolutely. Whether a small business or an enterprise, an omnichannel contact center can be tailored to your specific needs. Exotel's omnichannel contact center enhances customer engagement, streamlines communication, and optimizes support processes, benefiting businesses of all scales.

An omnichannel contact center empowers customers to choose their preferred communication channel without losing context. It streamlines customer service by centralizing interactions, enabling agents to access all communication records. This minimizes repetition and enhances problem-solving, resulting in quicker response times and more effective issue resolution.

Best practices for Omnichannel Contact Center

Collect Customer Data across Channels


Collect data from various service platforms throughout their journey to gain insights into customer behavior. Contact center metrics like average response time, call resolution count and hold duration aid in enhancing customer service quality progressively.

Streamline Customer Data Management


Efficiently manage data from omnichannel service platforms to address customer concerns promptly. Centralize customer information in a single online system to unify channels and smoothen customer interactions.

Enhance Self-Service Options


Empower agents to focus on critical support matters by offering robust self-service options, ensuring customers resolve their problems faster. Interactive IVR menus, website chatbots, and online support resources expedite issue resolution, significantly boosting overall customer satisfaction.

Ensure a Consistent Cross-Channel Experience


Deliver consistent experiences across communication channels, promoting customer recognition and familiarity. Maintain visual and functional consistency, automate real-time omnichannel communication synchronization, and run tests to ensure consistent device experience.

Leverage Automation for Agent Efficiency


Integrate AI-powered chatbots and social media auto-responders to handle conversations and promptly address multiple queries. Employ data from all channels to identify complex issues and seamlessly transfer them to live agents for personalized assistance.

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