Omnichannel
An omnichannel contact center allows agents and customers to interact over several communication channels all while delivering a seamless experience. Allow your agents to easily manage all communication channels through a single user desktop.
Add Any Channel at Any Time
Voice
Integrate your existing telephony system with our omnichannel solution and allow agents to control phone calls all through a single dashboard.
Web Chat
Offer live web chat services from your website with a simple web API. Omnichannel manages, routes, and transcribes all chat interactions.
Efficiently manage large volumes of customer emails in a personalized manner without compromising on service levels.
Messaging Apps
Engage in real-time conversations with customers using messaging platforms such as Facebook Messenger, Skype, Slack, Whatsapp, and more.
SMS Texts
Enable 2-way SMS text conversations between customers and agents as well as distribute large volume outbound SMS messages.
Social Media
Monitor your company’s social media channels and respond to notifications and messages in real-time all through your contact center.
SIMPLIFY AGENT EXPERIENCE
Key Features
- Communicate at the moment and keep everyone in the know
- Integrated Microsoft 365 experience
- Manage all your conversations, files, and tools in one team workspace
- Customizable and extensible
- Tailor your Teams workspace to include data and apps your teams use every day
- Enterprise security, compliance & manageability
- Security, compliance, and management features you expect from Microsoft 365
ENABLE SUPERVISOR OVERSIGHT
Omnichannel administration capabilities give supervisors full control over day-to-day contact center activities, enabling them with real-time queue information across all channels, service level performance, and the current status of each agent.