Omnichannel Contact Center Solution
Put the customer at the center of your call center
Let your customers pick and choose the channel in which they want to communicate with you. Our contact center omnichannel solution offers convenient, intuitive, and straightforward routes for customers to connect with your business. From transactions to troubleshooting to survey communications, our omnichannel approach allows you to engage your customers in a meaningful manner.
Request a Demo View DemoKey Omnichannel Features to Enhance Personalized CX
-
Automatic Call Distribution
Route calls to the right agent – Skill-based, location-based, and time-based. Centralize your operations with ACD.
Learn More > -
Predictive Dialer
Automatically distribute calls to available agents with advanced algorithms, thereby increasing agent productivity.
Learn More > -
Preview Dialer
Every outbound call starts with an informed agent with the necessary skills. Deliver personalized customer experience.
Learn More > -
Manual Dialer
Review and approve calls before they are dialed – you can effectively streamline the agent performance and productivity.
Learn More > -
Chat
Quick and easy communication with your customers using the chat feature.
Learn More > -
Surveys
Assess customer satisfaction and feedback using customized and automated surveys, using IVR and VocalRx.
Learn More > -
IVR
Customize and automate IVR to fit your call center – inbound, outbound, hybrid – to provide excellent customer service.
Learn More > -
Notifications and Messaging
Quickly and effectively alert your customers with promotions, announcements, and surveys.
Learn More > -
SMS
Respond to needs, emergency alerts, and confirming appointments.
Learn More > -
Email
Email delivery right to your customer inboxes.
Learn More > -
Manual SMS
Manually communicate with your customers using SMS.
Learn More >
Why ClearTouch’s Omnichannel Experience?
The omnichannel customer experience (CX) has always been the preserve of large enterprises. Smaller organizations could not think of having such an infrastructure.
ClearTouch’s cloud contact center solution has democratized the omnichannel CX, by allowing small businesses to access them easily with a subscription fee.
Look at this statement: You can reach us 24×7 on call, email, SMS, WhatsApp, chat, and social. You don’t need to man each of these channels separately. Wouldn’t your customers love this?
Our Omnichannel Contact Center Advantage
Check out all the benefits for your business.
Unified view
Agents get a single view of your customers and their interactions across channels – voice, SMS, WhatsApp, chat, email, website, chatbots, social, and offline. Customers don’t have to repeat themselves at any point during their interactions, irrespective of the channel they choose to communicate.
Integration with your existing ecosystem
It is easily integrated with your in-house CRM, helpdesk, inventory, and other best-of-breed solutions. This will stop your agents from opening multiple screens to access information before addressing the customer queries.
Pre-built integrations
We have pre-built integrations with leading players like Salesforce, Zoho, Leadsquared, ServiceNow, Zendesk, and Freshdesk. These integrations will help your team hit the ground running, leveraging familiar tools while delivering superior customer experiences.
Humanize customer interactions
Humanize your customer experience by allowing your customers to switch seamlessly from self-service channels to live agent assistance. It doesn’t matter which channel they start the interaction with, be it WhatsApp or chatbot; transitioning to a live agent is frictionless and intuitive. This ensures that customers feel supported at every step.
Scalable and future-proof
As you grow, the existing infrastructure can grow to accommodate every need of yours, be it supporting a larger customer base, introducing new communication channels, or adopting cutting-edge technologies. With our omnichannel solution, you can future-proof your operations and maintain a competitive edge in delivering exceptional customer experiences.
Check out the complete guide to managing call center agents
Discover more about our work
“With ClearTouch cloud platform, our daily operations are now seamless. Today, we connect with our customers in different channels using the ClearTouch omnichannel contact center platform to reach our goals.”
– Our Customer from Banking Industry
The ClearTouch Advantage
-
24/7 Customer Support
All the help you need, whenever you need is provided by our dedicated support team. 99% SLAs at all times, with multilingual capabilities.
-
No Long-Term Contracts
Only contract-free call center software. No lock-in period. No restrictions on the number of agents. Works on a pay-as-you-go model with per minute billing.
-
Seamless CRM Integrations
Smooth integration with CRM, Helpdesk, and other best-of-breed IT solutions. Comes with a bunch of pre-integrations.
Frequently Asked Questions
What is an omnichannel customer experience?
Omnichannel experience gives customers the best possible experience by letting them move seamlessly between channels when they need support. This way, they don’t have to start over from the beginning each time they switch channels. The customers should be able to seamlessly move from one channel to another without needing to do anything extravagant.
The omnichannel platform streamlines customer service and support by updating all the communication channels in real-time.
How does the omnichannel infrastructure work?
It uses hosted, cloud-based contact center software to handle customer interactions across multiple channels. There is a clearly defined integration between channels.
What is the difference between multichannel and omnichannel contact centers?
Many people interchangeably use this, but they are not the same.
Multichannel contact centers are where customer support functions happen across channels independently. There are experts for every channel who operate these channels independent of the other channels.
Omnichannel contact centers are where the customer support functions happen across channels in an integrated manner. The customer seldom has to provide the same information twice across any channel, and there is a seamless transition between channels.
Read more about Omnichannel Vs Multichannel
What is omnichannel routing?
It allows admins to set rules for call routing. It can be skill-based, time-based, location-based, round-robin, and most idle, irrespective of the channels in which the interaction happens.
If a customer sends a website chat message asking for information on a loan product, they would be automatically routed to the product specialist in the loan department. The interaction would appear on the product specialist’s dashboard, and they would be able to respond to it on their dashboard itself, which gets shown to the customer on the website chat window.
What about business software integration in omnichannel environment?
For your customer support and service function to provide the best possible customer experience, your agents need to have access to every customer interaction and touchpoints and not just customer service and support interfaces.
Your omnichannel contact center platform will have to be integrated with CRMs, helpdesks, marketing, and sales automation solutions, project management tools, and other best-of-breed IT solutions. This is something that your omnichannel platform should be able to integrate with.
Who should use omnichannel contact center solution?
The general opinion is that enterprise-grade large corporations are the ones that would use omnichannel contact centers. However, omnichannel would make sense for all types and sizes of businesses, from SMBs to fortune companies.
Everyone stands to gain with omnichannel customer experience because it would result in loyal customers who would be happy to loosen their purse strings. You don’t need to have all the possible customer service channels. Even if you have a few channels, you can have them integrated in an omnichannel manner and drive the benefits.
What are the benefits of the omnichannel experience?
Your first call resolutions increase, and you would be able to address customer queries, improving customer experience proactively.
Besides, you would gain more significant customer insights as you have access to all customer interactions across channels. It would enhance agent productivity, reduce attrition in the call centers, and save on costs.
Absolutely nothing gets lost in the transition and improves the personalization of customer experiences.