Connect and interact with your customers across 5+ different channels including Voice Calls, Email, Facebook, Livechat, Instagram, X, Two Way SMS, and Whatsapp among others.
Our Omnichannel Contact Center Solution is designed for ambitious marketers, salespeople and customer support agents.
We bring together all the tools you need to take your customer experience to the next level
Voice
We enable you to establish your contact centre in minutes. Empower your agents to handle voice calls from any location. Load airtime centrally and seamlessly track airtime expenses.
Set outbound call reminders to ensure all outbound calls are made in a timely manner. Assign or delegate calls to different agents, and take your contact centre to the next level.
Live Chat
Convert Website or In App traffic into paying customers and grow your business. We make it easy for you to connect with your website visitors, converting more leads while at the same time offering stellar services to your customers.
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Send and Receive emails in a unified platform that has all your other communication channels integrated, and give your clients unforgettable experiences.
We ensure that all important conversations are kept in one place, so you have greater visibility over your business.
Engage your customers on their favourite channel. Make better connections with your audiences using our Whatsapp solution, and reach up to 2 billion people. Ensure no conversation is missed with our intuitive solution.
Read MoreUse Facebook as a tool to gain a competitive edge. All messages sent via your Facebook Messenger are directed to a single inbox that has all client interactions, so you can offer incredible customer service.
Read MoreWe make it easy for you to receive and send messages to your customers from a unified dashboard that has all your customer communication.
Read MoreRich Features to Augment our Omni-Channel
Connect to the CRM you love
Unlock the full power of Omnichannel by seamlessly integrating our solution with your CRM.
Omnichannel Contact Centre FAQ
What is an Omnichannel Contact Centre?
An omnichannel contact centre serves as a comprehensive customer service centre that facilitates seamless communication across multiple channels. It integrates diverse platforms, including phone calls, emails, live chat, social media, and SMS, into a unified system. This strategy guarantees that customers enjoy consistent and efficient service, no matter which channel they opt to use.
How does Telvoip's Omnichannel Contact Centre benefit businesses?
Telvoip’s omnichannel contact centre improves business operations by offering a unified and efficient communication system. It enhances customer satisfaction by providing multiple channels for interaction while reducing operational costs through the consolidation of these channels into one platform. Additionally, Telvoip’s solution includes advanced analytics and reporting tools that help businesses optimise their customer service strategies.
What are the key features of Telvoip's omnichannel contact centre?
Telvoip’s omnichannel contact centre encompasses several key features designed to enhance customer service. These features include integrated communication channels, a unified agent interface, and real-time analytics. It also offers customer relationship management (CRM) integration, automated workflows, and intelligent routing to ensure efficient handling of customer interactions.
How does an omnichannel contact centre improve customer experience?
An omnichannel contact centre enhances the customer experience by delivering consistent and personalised interactions across all channels. It minimises response times and accelerates issue resolution by enabling agents to access comprehensive customer histories. It allows customers to select their preferred communication method, increasing convenience and overall satisfaction.
How can businesses measure the performance of Telvoip's omnichannel contact centre?
Businesses can assess the performance of an omnichannel contact centre by using key performance indicators (KPIs) such as first contact resolution, average response time, and customer satisfaction scores. Real-time analytics and reporting tools provide valuable insights into agent performance and the quality of customer interactions. These metrics help identify areas for improvement and enhance contact centre operations.
Can Telvoip's omnichannel contact centre be customised to fit specific business needs?
Yes, our omnichannel contact centre is highly adaptable to meet the specific needs of different businesses. Customisation options include integrating particular communication channels, tailoring workflows, and configuring the system to align with existing business processes. This flexibility ensures that the contact centre can effectively support various operational requirements and foster growth.
What role does technology play in an omnichannel contact centre?
Technology is essential to the functionality of an omnichannel contact centre, as it facilitates the integration of multiple communication channels into a single platform. Advanced technologies like artificial intelligence (AI) and machine learning enhance customer interactions by providing automated responses and predictive analytics. These innovations streamline operations and elevate service quality.
What training do agents need for an omnichannel contact centre?
Agents in an omnichannel contact centre require thorough training on utilising the unified platform and managing different communication channels. Training should encompass technical skills, customer service best practices, and proficiency with CRM systems. Ongoing training and support are also crucial to ensure that agents stay informed about the latest tools and techniques.
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