Contact centre omni channel solution
Seamless transition between web chat and voice calls to improve customer service
Converge multiple channels to truly enhance customer experience with MaxContact’s omni solution
Engage with customers via their desired channel
MaxContact’s Omni Channel solution is an interaction management suite that will enable contact centre agents to productively interact with customers via their preferred interaction channel.
Being a true, converged system, this solution allows agents to see a full history of interactions, regardless of the channel, which boosts efficiencies and productivity within your call centre while also improving customer experience.
Converging several different interaction channels, into one, manageable solution gives your company one point of contact for all interactions, rather than dealing with multiple suppliers and integrating various solutions. This reduces management time, complexities and costs.
MaxContact’s Omni Channel solution provides you with full access to all historical interactions for a customer journey.
Features you will love
Skills based routing
Need certain interactions to go to particular agents? Not a problem. Skills–based routing is available on all channels.
Last agent routing
Route interactions to the same agent that the customer previously dealt with, providing that all–important continuity and enhancing customer experience.
Switch between interactions
Agents can seamlessly switch between interactions, for example moving from a web chat to a voice call.
Allow customers to contact your company via their preferred line of communication and increase first contact resolution.
Optimise agent productivity
MaxContact’s easy–to–use agent interface allows users to become accustomed to one system, giving them that familiar consistency across multiple interaction channels while being able to handle multiple interactions at once, to really boost their productivity.