Omni-Channel Customer Service Solutions
Seamless transition between digital channels and voice to improve customer experience
Engage with Customers on Their Preferred Channels
Bring all your communication channels together in one place. MaxContact’s Omnichannel solution integrates voice, web chat, email, conversational SMS, Facebook Messenger and WhatsApp within the same platform. This means that your customers can connect with you on the channel they prefer, offering them convenience, simplicity, and a consistent experience.
MaxContact’s Omnichannel solution is trusted by contact centres and customer service teams to deliver a streamlined customer experience while handling conversations more effectively. By offering an Omnichannel service, you align your brand with the expectations of the modern-day consumer. This helps with customer retention and service, as customers today have the power to take their business elsewhere if they are not happy with the service on offer.
What Are the Key Components of Our Omni-channel Software?
Our Omnichannel Software is designed to integrate and improve customer interactions across multiple touchpoints. Here are the core components that make it a powerful solution:
Integrated Communication Platform- Connect with customers across various channels including voice, chat, email, social media and many more.
Advanced Analytics & Reporting- Gain valuable insights into customer interactions and behaviour with real-time analytics. Our reporting tools track engagement across platforms, helping you make data-driven decisions.
Customer Relationship Management (CRM) Integration- Improve customer interactions with data-driven personalisation. Our CRM tools collect and analyse customer information, enabling agents to provide more relevant, personalised support.
Check out Our Omni Channel Brochure
Click for our Omni Channel BrochureWhat is an Omni-Channel Call centre?
An Omnichannel Call centre delivers consistent customer service across multiple communication channels. Unlike traditional call centres, which are confined to one medium, an omnichannel approach connects your customers with your support team through a wide range of touchpoints, such as phone, email, live chat, social media, or SMS.
Our omnichannel software allows customers to change channels without any downtime. For example, if a customer begins a conversation on social media but decides to move it to a phone call, the agent can do so without any disruptions. The previous chat details will be stored in a secure database.
Why Choose Our Omni-Channel Call centre?
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.
Faster resolution
Allow customers to contact your company via their preferred line of communication and increase first contact resolution.
Optimise agent productivity
Our user-friendly agent interface provides consistent experience across multiple channels, allowing users to manage several interactions at once and improve productivity.
What are the benefits of using our Omnichannel Solution?
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Converging all channel interactions into one platform ensures a better customer and agent experience. The customer journey is in one place and negates the need for the agent to juggle multiple platforms and helps deliver a quick and more effective response.
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Allow your brand to cater for the modern customer by offering multiple contact points for the customer to communicate on their terms.
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Have full visibility of the customer journey so you can tailor your conversation and be prepared based on previous customer interactions and capture CSAT ratings to help improve your service.
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Our omni-channel contact centre solution provides a consistent customer experience across all channels, such as online, in-store and mobile.
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Our omni-channel solution allows your business to stand out by offering a unique customer experience to help you stand out from competitors.
Omnichannels supported by MaxContact
Web Chat
Voice
SMS
Facebook Messenger
Want to understand the power of Omnichannel?
Book a demo to see how you can take your business to the next level with MaxContact’s Omnichannel Engagement software.
Frequently asked questions
- Do we have to use all the channels that are available?
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No, the beauty of the MaxContact Omnichannel solution is that you can pick and choose the channels that you wish to use. You can also turn them on and off, for example, you may have a seasonal business and find that demand is higher at certain times of the year and as such you need to open more channels to handle the customer demand.
- Is there an additional cost for channels?
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No, all channels are included in the MaxContact license. There are some third party and usage charges that are applicable, such as outbound SMS usage.
- Can I decide which employees have access to certain channels?
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Certainly. MaxContact is permission and skill-based so that you can determine who gets access to which part of the system. You can also determine their capacity so that employees only handle a maximum concurrent number of channels at once and don’t get overwhelmed with interactions.
- Does omni-channel support integrate with my existing CRM?
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Yes. MaxContact integrates with various CRM systems to ensure that customer data is centralised, allowing for personalised interactions and better customer insights.
- Can customers switch between channels during an interaction?
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Yes! With MaxContact’s omnichannel solution, customers can start a conversation on one channel (e.g., live chat) and continue on another (e.g., phone or email) without losing context. This flexibility enhances convenience and service efficiency.
- Is omni-channel support difficult to set up?
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Not at all. Our platform is designed for easy integration, with a user-friendly interface that allows businesses to onboard quickly. Our support team is also available to assist with setup and customisation.
Other Solutions Available
Check out what other solutions are available within MaxContact and how they can help grow your business.
Does your Contact Centre Platform measure up?
MaxContact is the ultimate Call Centre Software built entirely around your business's individual needs.
Whether it’s outbound, inbound, blended, Omni, or a mix of them all, you can manage multiple interaction channels via an easy-to-use management portal – all converged in one solution.