Bridge the divide between different communication channels with OpsCentral Omnichannel. Communicate with your customers in the channel they prefer and increase your customer loyalty and satisfaction. Empower agents across all channels - voice and digital - with a unified desktop and contextual customer journey analytics.
Use omnichannel management applications such as real-time and historical reporting, quality monitoring, CRM integrations. Add Intelligent Routing and ensure that every interaction is delivered to the right resource at the right time, every time. With our channel hopping and escalation features, you are empowered to create true consumer-centric omnichannel experiences.
Serve on-the-go customers better with callbacks and visual IVR, which turns IVR prompts into an easy, app-like experience.
Engage important web visitors and leverage analytics to ensure the best business outcomes.
The Rise of Consumer Power
Modern consumers want to engage with your business on the channel of their choice, whether it’s in email, a phone call or a video chat. True service differentiation requires you to recognize the demands of today’s omnichannel consumer and offer a fully integrated approach across the entire customer journey.
Track Your Customer Journey
You can leverage the power of predictive analytics to track and proactively engage with customers at crucial moments in their journey. Our seamless integration with essential systems like CRM, UC and other data sources and proprietary systems allows you to examine several customer journey variables and deliver a truly personalized experience.
We match your customer with the best agent across all channels and enable dynamic insight and perspective into your customer’s interests and pain points. As a result, your agent is armed with the right information at the moment of engagement.