Omnichannel Contact Center
interactions from the single Inbox queue
Gone are the days when you expected customers to call you on the phone. Instead, now they contact you when they want to and on the channel they most prefer. Customers have evolved and are the king. For any business, constructive feedback from the customer paves way for business improvisation, similarly, appreciation can win over new customers. Social media is a new favorite platform for queries, concerns, feedback, and appreciation. Telerain’s Kruptoconnect omnichannel platform is specifically designed to meet the demands of the customer which lets you deliver services at the level they demand.
Not all channels are equal, and neither they evolve at the same pace in different regions, markets, and industry sectors. Your business may need a sophisticated web chat tool today, but maybe the right moment hasn’t arrived to interact with customers via Facebook. Or perhaps the best combination for your operation is chat, email, and SMS, but you may also want to be sure your platform is ready when you decide to add Twitter. Our Omni Channel Suite lets you activate the channels you need when you need them.
With many years of experience and development, we have designed a technology that makes it possible to provide customer service on different channels from a single interface. It works on all channels, for all interactions, and for all user roles. Attend to, supervise and configure any channel from a single operating point.
What is Omnichannel Contact Center Software?
Omnichannel contact center software is a customer service solution that allows businesses to engage with their customers through multiple communication channels, including phone, email, chat, social media, and SMS. It enables companies to provide a seamless and consistent customer experience across all channels, making it easier for customers to interact with businesses and access the support they need.
With omnichannel contact center software, customers can switch between channels without losing context or having to repeat themselves. This means they can start a conversation on social media, continue it over email, and then complete it on the phone, all without having to repeat themselves. For businesses, this leads to increased customer satisfaction and loyalty, as well as improved operational efficiency.
Omnichannel contact center software also provides agents with a complete view of customer interactions and history across all channels, giving them the information they need to provide personalized and effective support. The software can automatically route customer inquiries to the most appropriate agent, monitor interactions in real-time, and generate reports on performance metrics, such as response times and customer satisfaction scores.
Other common features of omnichannel contact center software include integration with customer relationship management (CRM) systems, customization of workflows and business rules, and the ability to scale to meet growing business needs.
Telerain is one example of an omnichannel contact center software solution, but there are many other companies that offer similar solutions. Some specialize in niche areas, such as chatbots, AI-powered automation, or workforce management. If you provide more specific information about your business needs, I can suggest some relevant companies that may be a better fit for you.
Achieve maximum agent productivity
Give your agent confidence by making him/her prepared to address the customers, with the history of all the previous customer interactions, records, and data in sync, in front of them, even before they answer the call. This improves agent productivity, efficiency, Average Handle Time, First-Call Resolution, etc. leading to increased agent retention.
Deliver customer experience
Give your customer a freehand approach to get help either by communicating with live agents using any platform of their choice ranging from Voice, email, Skype, SMS, Facebook, Twitter, WhatsApp, or Viber without having them repeat the info or by using real time self-help options such as Self Help portal, knowledgebase, News, FAQs, Announcements, etc.
Manage email at high volumes from a centralized location, while never losing sight of the conversation. Read More
Self Help Portal
Utilize self-service portal including Knowledgebase, News, FAQ, and Announcements.
Integrated with the telephone and mobile devices, reach out to customers who do not enjoy WIFI internet facilities.
Incorporate social media into your business, providing customers with services and information.
Most widely used channel, tightly integrated with other customer service interaction channels. Read More
Offer your customers the online services they want, keeping your costs low while multiplying your organization’s productivity.
This channel lets you personalize the conversation with your customers and serves as a secure platform.
Allows end-to-end encrypted calls and messages. Send in one click to one or many customers at the same time.