Omni-Channel Solutions

Robust omni-channel solution for ambitious organisations wanting to optimize the efficiency of their contact centers

Our Omni-channel solutions captures, orders and distributes all multimedia streams (voice, email, live chat, SMS & messaging, social network, video, etc.) according to business rules, availability and skills of agents.

 

Designed for all users, the solution stands out for its functional richness, its ergonomics and its reliability. Our Omni-channel solution is the answer for Customer Relations Managers looking to drive a unified customer strategy to improve their relationship performance and quality of service.

Man Hands On Keyboard

Omni-Channel Solution

Cloud based Multi-channel solution

Overview

  • Capture all your customers’ interactions (natively cross-channel) - Voice, email, chat, SMS, Social (Facebook & Twitter) & Video

  • Organise your flows according to your strategy

  • Distribute the right task to the right adviser

  • Engage your customers in a unique interface

  • Real-time monitoring of your performances​

Advantages

  • Dedicated interface for advisers, allowing a 360° vision of all customer exchanges, a fast & easy access to major information, tools to support adviser’s answers, all within an intuitive environment, user-experience oriented. ​

  • Tools for supervision & monitoring in real-time conditions. Natively includes dashboards to analyse the contact centre’s activity on all channels. It helps optimise performance on a daily basis

  • An open solution to be deployed rapidly & securely, without having to adapt the telephone architecture or information system already in use.

  • Numerous native and customisable connectors (CRM, ERP, DB, Quality Monitoring, etc.) allowing to interface with the main Customer Relations business software (SAP, Salesforce, Coheris, MS Dynamics…)

Moving to the cloud has all the benefits of on site solutions, without the hassle of maintaining obsolete hardware and software. Contact us for a demo of the Interactiv Solution.

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