You want to stay in touch with customers and prospects on their preferred channels, combining telephony and digital channels. An omnichannel platform helps you with this. Telephony, (social) messaging, live chat, bots, open channels. All of these are available, and you choose which channels you want to use.
Omnichannel customerservice
If you want to be easily accessible to your customers, there’s no way around it: omnichannel customer service . And to manage all those interactions, you preferably work with an omnichannel customer service platform . This way, you can provide support more easily across various channels. Plus, you’ll always have an overview and insight into what’s happening on which channel at any given moment.
Monitor statistics and kpi's
Action-oriented insights and dashboards
All customer interactions are stored in a central location and can be filtered in various ways: status, account, date, agent, and more. This allows supervisors to maintain a live overview and quickly respond to queues and workflows.
- Use standard overviews per channel and functionality
- Create custom overviews and dashboards to analyze results with ease
- Monitor real-time statistics and KPIs to achieve goals
crm and ticketing
Effortless integrations
Many omnichannel customer contact packages offer integrations with CRM and ticketing software such as Salesforce, Zoho, SugarCRM, Zendesk, Microsoft Dynamics 365, HubSpot, Freshworks, and more. This way, all information is easily accessible, and customers receive optimal service. Are you getting gray hairs at the thought of having to integrate your telephony, omnichannel software, and CRM yourself? No worries—with our help, this is quickly taken care of, and you can start reaping the benefits in no time.
Improve customer satisfaction
Automate with bots
Do you want to automate conversations and increase customer satisfaction? Then consider integrations with bots like Amazon Lex and Google Dialogflow, or explore the bots offered by our partners Seamly and Kind.ly. By using AI (Artificial Intelligence), you can create bots that not only handle requests but also understand the intent of the customer. This reduces the pressure on your agents, allowing them to focus on more complex and urgent inquiries.
Messaging
WhatsApp is a popular alternative to webchat and Facebook Messenger. With handy features like pre-written responses and chat history, your agents can respond quickly and efficiently to customer inquiries. WhatsApp offers advanced reporting and analytics capabilities. It is easy to integrate with contact center solutions and can also be integrated via CPaaS with back-office processes.
Simple and direct
Informing via SMS
SMS is an easy and fast channel for informing customers. With an open rate of over 98%, text messages are the most direct and immediate way to communicate with your target audience. A message can be created in no time and sent just as easily to individual customers or thousands of customers at once. The costs are low, and the service is simple to manage and customize.
Partners
Which platform suits your organization
Let us be your guide in the world of customer communication platforms and help you determine which one best fits your needs. We are proud partners of Xcally, Talkdesk, 3CX, Puzzel, and Freshworks, but we’ll just as easily recommend another package if it’s a better fit.
What’s more
IVR designer
Create IVR flows on your own with the easy-to-use visual builder and drag & drop function.
Triggers & automations
Automate repetitive tasks and processes based on predefined actions and timelines.
Scripting tool
Compose scripts to support agents with a series of questions and responses, based on the flow of the conversation with customer.
Speech technology
Use Automatic Speech Recognition and Amazon AWS tools to create transcripts of calls and to get customer sentiment analyses.
API Open Channel
Add all communication channels you want to use with your customers with the Open Channel interface.
Automatic dialer
Choose the dialer method (predictive, progressive, power, preview) and automate outbound campaigns.