Creating a call center, an omni-channel contact center for business

More than just a call center

No request will go unanswered.
All communication with the client in all communication channels - in one operator's Contactise Contact Center window

IP telephony and SMS

All IP-telephony capabilities for business. Sending and receiving sms from clients, creating a one-click mailing list

Webchat

You will be able to consult and sell more. The customer won't leave the website after contacting you

Messengers for business

Corporate messengers are a source of constant sales. Conveniently take orders and advise customers due to instant communication

Callback from the website

Use callback to increase website conversion and customer loyalty

Social media

To receive orders and work with feedback from social networks

Corporate e-mail

We've made email convenient. All emails go straight to the operator's window and are processed very quickly

What is an omnichannel call center

All communication in one window

General history of communication from all channels

Common business processes in all channels

Correct statistics through all channels

Routing that takes into account communication in all channels

2 times fewer missed calls and operator errors

Operators do not need to switch between 5-6 separate services.
All communication occurs in a single window of Contactise Contact Center.

2 times faster and cheaper application processing.
You can earn more with fewer operators

When the client has changed the channel of communication, the conversation is not interrupted, but continues. The history of communication from the two channels is merged into one.

Call center analysis across all channels at your fingertips in one application

Each channel of communication has the same level of service and sales

It is convenient for the customer to communicate with the company, and it is easy and cheap for you to manage sales and service

Assess the difference between multichannel and omnichannel call centers

Multichannel

Telephony works separately from everything else
Webchat with a separate window for communication. Every client in the chat room is unknown to you, even if he has already applied
The history of communication in each channel is different
Each channel for the connection takes into account only its particular information
Each channel has separate customer identification

Omnichannel

Telephony receives data on previous communications with the customer from all communication channels
In-house chat on the website, the operator communicates all the time in a single window
Generalcommunication history by a customer. You know what agreement he made with the operator in Viber, what documents he mailed and where he left off on the phone
The system takes into account all previous customer communication with the company. For example, if the client was talking in Ukrainian in the webchat, he will not be asked to choose a language on the phone, but will be spoken to directly in Ukrainian
You don't need customer identification. If he applies in a different channel, you recognize him immediately

Case 1. Card reissue from a bank

Time required from the client's application to the bank to obtain a new card - 16 days. Channels of communication with the bank: Viber, bot, chat on the website, call center, physical bank department, mobile app.

Time required from the client's application to the bank to obtain a new card - 2 hours. Channels of communication with the bank: application, facebook messenger.

Case 2: A call center for servicing incoming requests in a large government agency

Handling incoming requests by phone, chat, e-mail. Number of operators required - 15.

Handling incoming requests by phone, chat, e-mail. Number of operators required - 7.

How to distinguish between real and fake omnichannelism, if everyone claims

Real omnichannelity cannot be realized by assembling a "zoo" of separate telephony, crm and webchat.
Because true omnichannelity requires each system to have access to a lot of data from all the other systems, which conventional integration does not do.