CONTACT CENTER SOFTWARE
MORE THAN A CLOUD CONTACT CENTER
YOUR OMNICHANNEL CLOUD CONTACT CENTER TOOL
Omnichannel Contact Center is the multichannel customer service software that allows your agents to manage all conversations from a single tool: calls, chat, WhatsApp, email, Click&Talk, and SMS.
Thanks to its user-friendly interface, integration with multiple CRMs, call distribution automations, and the extraordinary power of artificial intelligence, you can take your customer service to the next level.”
TRUSTED BY +2.5 MILLION PROFESSIONALS
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BOOS THE PRODUCTIVITY OF YOUR CONTACT CENTER
Omnichannel Contact Center helps you reduce response times and increase productivity in your customer service center.
Automate routine tasks through self-service with artificial intelligence, the most effective option for specific inquiries: checking the status of an order or reservation, providing meter readings, and even formalizing reservations.
A TOOL FOR ALL CHANNELS OF YOUR CONTACT CENTER
Agents manage WhatsApp, Webchat, SMS, email, phone calls, and web interactions from the same contact center tool, adding speed and productivity to interactions.
It allows you to create predefined responses, categorize interactions, add notes, reschedule calls, and much more.
ARTIFICIAL INTELLIGENCE IN YOUR CUSTOMER SERVICE
Automatically address inquiries with our chatbot and voicebot.
Advanced routing, multilevel IVR, advanced phone features, local national, international, mobile, and smart numbering.
Automatically handle the most common queries, allowing your agents to focus on other critical tasks.
AI that understands, responds, and analyzes every interaction.
Train your bot to comprehend your customers’ needs and resolve their queries. Connect our bots to your system to gather the necessary information to address their concerns and train them to understand your customers’ needs faster and better.
The AI assesses customer intent and provides the expected response 24/7 automatically.
MONITOR SERVICE LEVEL AND AGENT STATUS IN REAL TIME
Make quick decisions to prevent service disruptions with the customer service tool’s activity dashboard.
You can view the status of agents, whether they are on incoming or outgoing calls and the elapsed time, as well as the status of waiting queues.
TRACK THE STATUS OF THE ENTIRE CALL CENTER WITH THE WALLBOARD
Supervisors can monitor the real-time status of the call center with the Wallboard to assess effectiveness and identify potential issues for resolution before they occur.
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SUPPORT AND TRAINING FOR AGENTS
Listening
Perfect for the training of new call center agents through real-time call monitoring, as well as for ongoing call supervision.
Whisper
This tool allows giving instructions to agents during calls without the other person hearing it. Very practical for training and assisting new agents, as well as providing guidance to agents during calls.
Merge-in
Allows the supervisor to intervene in a call to take control and achieve the desired outcomes
INTEGRATE OMNICHANNEL CONTACT CENTER WITH YOUR CRM
Omnichannel Contact Center integrates with leading CRMs in the market to streamline your agents’ work and enhance your customers’ experience.
Manage calls directly from your CRM, customize workflows, automate ticket creation, record call information, generate reports—all from a single environment!
Some available contact center and CRM integrations include: SalesForce, Zoho CRM, Zendesk, Hubspot, Dynamics, Bitrix24. Contact us to inquire about the complete list of integrations.
REAL-TIME CONTACT CENTER STATS
Understand the status of the customer service you are providing at a glance with visual charts.
Review KPIs, customer satisfaction, average operation time, and much more in a simple and visual way.
You can also create reports to gather information on waiting queues, agents, and more. Additionally, create filters by tags, date, listen to recordings, and anything else you need to conduct an analysis of your contact center’s status.
SMART ROUTING
Direct each conversation to the most suitable agent for resolution based on various criteria such as agent skills, call reason, caller’s number, call purpose, and more.
Moreover, you can make real-time adjustments when you detect overloads in specific waiting queues to ensure the success of telephone assistance.
CONTACT CENTER SOFTWARE FEATURES
- Smart Routing
- Live Management dashboard for waiting queues
- Integration with CRMs
- Artificial intelligence
- Chatbots and voicebots
- Toll-free numbers
- Mobile integrations
- WebRTC
- Agile and fast configuration
- Telephone and online Point of Sale (POS)
MOBILES INTEGRATED INTO THE CONTACT CENTER
Contact center agents can receive calls on their mobile phones. Perfect for ensuring connectivity with remote agents.
- New mobile number or portability
- Unlimited calls
- High-speed browsing
- Short extension number
- Receive calls from the contact center
- Short dialing
- Voicemail via email
- Call transfers
CONTACT US NOW BY CALLING +34 900 670 750
FAQS ABOUT OMNICHANNEL CONTACT CENTER
What is a contact center?
A contact center is a customer service hub where calls and other types of communications between a company and customers are managed. This can include WhatsApp, chat, SMS, or email, among other channels.
What types of companies need contact center software?
Every company that is contacted by customers or potential clients should have contact center software because it will help manage each conversation better and faster.
Omnichannel Contact Center is used by contact centers specialized in customer service with over 800 agents, as well as by companies that have a small customer service department.
What is the difference between contact center software and call center software?
Contact center software is used to manage communications across various channels, such as telephony, chat, WhatsApp, or SMS, among others.
In contrast, call center software is only designed to manage telephone communications, leaving out the rest of the contact channels.
Can it only be used for customer service or can it also be used for telemarketing?
Omnichannel Contact Center is specially designed for customer service and also allows outbound calls, making it suitable for telemarketing.
Nevertheless, Outbound by Enreach is the telemarketing software we recommend because we have specifically designed it for outgoing sales calls.
How long does it take to implement the software in a contact center?
System implementation is straightforward and can vary from one day to several weeks depending on the unique needs of each customer. You can contact us to discuss your situation in detail and determine the estimated time required.
My CRM is not on the list, can it be integrated with Omnichannel Contact Center?
Yes, the list of CRMs that integrate with our customer service software is much more extensive than what is shown on the website, and we also offer different types of integrations.
Contact us to inquire about the integration of your CRM, ERP, or the tool you are interested in.
Can I use it as a call centre software?
Of course, Omnichannel Contact Center includes more communication channels in addition to calls, but if you only need to use it for now to serve customers by phone, it will be enough to activate only that communication option.