Omnichannel Communications
Complete visibility and control of all Business Communications
Omnichannel Communications
Are you tired of juggling multiple communication channels within your Contact Centre?
Say hello to Omnichannel Communications! Our innovative platform centralises all voice, email, and social media interactions, making it easy to connect with customers no matter where the conversation started.
Gone are the days of bouncing between phone calls, emails, WhatsApp and SMS messages. Our intuitive, web-based interface allows you to manage all traditional communication channels in one place. Plus, with full PBX functionality for phone conversations, WhatsApp and SMS messaging capabilities, and integration with Microsoft O365, every communication is recorded and retrievable against the customer’s profile.
Interested in revolutionising your Contact Centre communications? Let Omnichannel Communications take the lead.
Deliver the best customer experience for your clients
Omnichannel Communications enables organisations to centralise all voice, email, and social media Communications to dramatically improve staff productivity and deliver the best customer experience for Sales, Customer Services and E-Commerce Services
Features
Contact Centre
Unified timeline
A unified chronological timeline allows Agents to view all customer interactions across all channels, providing a 360 degree view of contact history.
Easy to use ticketing
Custom tickets can be created and assigned to the appropriate team or agent to rapidly resolve issues, track tickets through to resolution, and prioritise the most important requests.
IVR & speech recognition
Queries are routed intelligently to the correct resource with multi-level IVR across channels, improving productivity, reducing costs and improving customer experience.
Chatbots & web call-backs
Schedule call-backs or Live chat with customers to assist them with their enquiries while on your website.
Agent dashboard
Personalised views of Agent workloads and activities enables more effective management of their calendar, scheduled callbacks, campaigns, and more.
Real time reporting
Supervisors have complete visibility and control of agent activities with customisable reports and wallboards for conversation history, ticketing summaries, agent and queue performance against SLAs, and more.
Features
e-Commerce
E-commerce integration
Agents have easy access to purchases, status, delivery updates, refunds and more. Our platform supports seamless two-way integration to most popular e-commerce tools, including Shopify, Magento, and Woo-Commerce.
360° customer view
Complete access to customer contact information, notes and tickets, previous orders, conversation history, and marketing communications received by the customer, improving agent productivity and the customer’s experience.
Centralised communication
Enables customer choice in communications with your organisation and respond to them efficiently through a single console.
Intelligent live chat
Enable rapid response to customer queries with Live chat or scheduled call-backs to assist them while on your website.
Process automation
Automation of time consuming tasks & processes delivers improved productivity and customer experience. Examples include answering FAQs with pre-configured responses, workflows to identify leads, and automatically sending out SMS follow-ups or surveys to report on customer experiences.
Real time reporting
Supervisors have complete visibility and control of agent activities, with Customisable reports for enquiry types, chatbot activity, call outcome dispositions and customer behaviour patterns.
Features
Sales Team
Remote office
Integrated softphone with full PBX functionality as well as integrated email and chat enables agents to work from anywhere with an easy-to-use web RTC dashboard.
Campaign management
Automatically sync leads generated from campaigns on a multitude of channels directly into your third-party CRM or our platform’s built-in CRM.
Pipeline tracking
Kanban style pipeline dashboard enables tracking of individuals, teams or departments for accurate forecasting of future sales, tracking every step from initial lead to contract signature.
Workflow automation
Automate sales processes with automatic e-mails, SMS and or schedule follow-up calls.
Integrated email
Seamless Office 365 integration, enables complete email flexibility. Whether sent from within the CRM, Outlook or mobile device, they are automatically attached to the customer file.
Electronic signatures
Enable rapid authorisation of sales agreements, contracts and paperwork with built-in PDF electronic signature functionality allowing customers to easily complete documentation on their desktop, laptop or mobile device and return via email.
Can you really help us to increase our productivity?
Frequently Asked Questions
Our multi-services team is dedicated to assisting organisations to benefit from the latest in communications technology and services to enable our customers to improve productivity, grow their business and deliver a Return on their Investment in Marketing Services.
Based in Manchester in the UK, we serve customers throughout the UK and have established our reputation through an expert knowledge of Business Communications services and the politeness and efficiency of our staff.
We provide the trusted link between you and your customers to help you deliver the best customer experience.
Book your FREE Assessment
