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Omnichannel Interaction

Voice as a most preferred channel in Omnichannel Contact Center Solution

The voice still remains the preferred channel in the contact center when it comes to customer-agent interaction. Make every interaction count with CZ Omni whether it is an inbound or outbound call. Experience superior voice quality, intelligent call routing and agent selection to improve CSAT rate considerably.

Omnichannel Call Center
Omnichannel Solutions

Expand your Omnichannel Solution support with WhatsApp and Chat

CZ Omni paired with CZ Chat is a proactive omnichannel contact center solution that is easy to plug into websites and mobile apps. It also offers pre-chat forms to collect key information of the customers. CZ Chat has the capability of doing chat transfer, chat conference and even real-time monitoring.

WhatsApp integration ensures that your customer journey can start from WhatsApp and agent is able to interact from contact center the unified agent desktop. Enables enterprises to manage all their messaging with new customers more easily.

E-Mail as an anchor of Omnichannel contact center solution

CZ Omni provides Email channel that can be integrated with mutiple inboxes. Alternatively, the email can be configured with the default CRM. This helps the contact center to reply faster and delight the customers with quick response time.

Omnichannel Contact Center Solution
Omnichannel Contact Center

Humanize the Contact Center interaction with Video chat

CZ Omnichannel customer service allows customers to interact with the agents over Videocall or Videochat. This is the next best alternative to a face to face (in-person) conversation. During videocall the customer can use mobile phone's front or rear camera for assistance in trouble shooting too.

The agent can have an engaging conversation as well as viewing the past interactions and creating a ticket from the unified agent desktop.

Socialize your contact center to build a strong customer relationship

CZ Omnichannel contact center solution allows agents to respond to social media enquiries immediately from the unified agent desktop. When the customers start interacting on Facebook, Twitter, Instagram, LinkedIn and other social media channels, the agent can reply to the post or do a Direct Message(DM). This ensures privacy of the interaction and quicker resolution.

Omnichannel Contact Center Software
Omni Contact Center

Enhance your contact center efficiency with CRM Integration

CZ Omni allows seamless integration with CZ Helpdesk CRM or any third party CRM. The CRM integration ensures improved customer retention and effective communication. This solution helps the contact center to monitor all complaints and queries from different channels and makes sure none of them goes unnoticed and unattended.

Interestingly, CZ Omni has a lead module. So the Omnichannel can also be used for outbound calling and qualifying the leads. The best part is that the lead may reconnect with your brand and with sticky agent feature the lead gets connected with the same sales person.

Drive high value customer engagement with SMS

CZ Omni platform allows SMS integration into their platform. This enables to send notifications or docket numbers to the customers for future reference. The SMS integration is very useful where internet penetration is very low and other channels are not working properly.

Omnichannel Contact Center Solutions

CZ-OmniChannel – How it works?

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C-Zentrix Omnichannel Contact Centre

Customers interact with the contact center through digital and voice channels. Provides help for clients through advanced channels like WhatsApp, Telegram, text (SMS), social media, and even bots. Its lot better as your customer has all the flexibility that they wish for.

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CZ Omni Solution

Intelligent routers connect the agents based on their skills, workloads and priority. Its an innovation contact centers use to assemble client requests through voice, digital, or social channels, and route it to the agent best fit to resolve the issue.

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Multichannel Contact Center

Contact center agents can view all the channels interactions and information like 360° view of customer journey, preferred channels, transcripts of the communication, ticket status, disposition - all from the unified agent desktop without toggling to other screens.

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Omnichannel Center

Call center agents can interact with customers through non real time channels like email, social media posts while attending any real time channels like voice, chats or social media Direct Messages. The same agent can interact over different channels, simultaneously.

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Insights about customer history, preferred channel in omnichannel contact center solution

Call center agents can interact with customers through non real time channels like email, social media posts while attending any real time channels like voice, chats or social media Direct Messages. The same agent can interact over different channels, simultaneously.

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Omnichannel Call Center Software

Agents gain insights from past customer interactions, as the same agent may not have interacted with the customer in the past. The agent identifies the likely reason the customer is reaching out and provides a quicker response. Thereby exceeding the customer experience.

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Omnichannel Call Center in Bangalore

Interactions from multiple channels and customer journeys are combined under a single timeline and single snapshot. With a single customer view, CZ Omni enables organizations to understand and interact with customers in the most personalized and effective ways.

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Non real time channels interaction in omnichannel contact center solution

Interactions from multiple channels and customer journeys are combined under a single timeline and single snapshot. With a single customer view, CZ Omni enables organizations to understand and interact with customers in the most personalized and effective ways.

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Omnichannel Call Center in India

Customers get delighted being attended in their channel of preference, building brand loyalty and word-of-mouth referrals. These are the wow moments that we strive to create for your customers and then they share it with others.

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Omni Solution in Gurgaon

Dashboard and reports provide insights about channel specific reports & also agent’s effectiveness, their utilization and also key performance indicators. Using visualization data like charts and graphs, a quick glance of the team's performance can be provided.

Omnichannel Customer Service Journey

Plot Customer Journey

Get a single view of your customer’s conversational journey across multiple channels and preserve the context of related interactions. This enables the agent to quickly relate to customer concerns and reduce the customer effort in getting the resolution. Even the agent is different but the overall customer journey is known from a single view.

Customer’s Preferred Medium

C-Zentrix omnichannel customer service recognizes and informs the agents, the preferred channel of customers. It delights the customers when they feel, they are being attended on their preferred medium.

Granular Detail Of The Conversation

From the interaction timeline the agent can view the detail of previous interaction, be it call recordings, call dispositions, chat or social transcriptions and previous ticket status.

Omnichannel Contact Center in India

Dashboard & Reports

Omnichannel Contact Center Software

Channel Insight

Get a detailed overview of which channel is performing the best, which channels are more utilised. Based on such insights allocate the resources accordingly. And that's not all, this information is very useful for marketing and other departments becasue you know what your customers prefer.

Agent Utilisation

CZ Omnichannel contact center solution provides detailed reports on agent utilization across channels. This provide a detail analytics on time spent by agent on the various channels and can help in planning of allocation of resources.

Real Time Monitoring

Supervisors can make an informed decision as he is equipped with real time data. Supervisors can view real time dashboard of all the channels, current activity in each channel, pending emails, social posts and many more.

Questions? Look here

Omnichannel cloud contact center software integrates multiple communication channels (e.g., phone, email, chat, messaging, social media) into a unified platform accessible via the cloud, enabling seamless customer interactions and agent support.

An Omnichannel contact center solution is an All-in-one contact center solution. It should comprise of:

  • Availability of voice and non voice channels (Chat, WhatsApp, Messaging, Social media and Email
  • Integrated Helpdesk CRM
  • Customer journey / timeline view
  • Single sign on
  • Integrated reports and channel management

Omnichannel customer experience ensures seamless interaction across various channels like phone, email, chat, and social media for consistent service and messaging, enhancing customer satisfaction and brand loyalty through integrated communication and convenience. It helps in understanding the customer journey and provide proactive assistance to the agents to build better customer experience.

  • Multichannel contact centers handle customer interactions across various channels independently, lacking context continuity.
  • Omnichannel centers provide a seamless, context-aware experience, integrating channels for consistent customer journeys.

An Omnichannel Customer Service strategy starts with identifying the right channels or touchpoints the customer uses and getting them seamlessly integrated over the omnichannel platform.

Now, interacting with customers over different channels requires proper skilling of agents so that they can smoothly move from one channel to the next.

Evaluating the usage of channels and monitoring the agent utilization over the specific channels should also be part of the strategy so that the best outcome is achieved with the omnichannel solution. 

 

Omnichannel infrastructure seamlessly integrates various communication channels (e.g., web, mobile, social media, email, messaging) and CRM over cloud to provide an unified customer experience. However C-Zentrix also offers a hybrid solution where the voice / ACD can be on-premise and rest of all the digital channels are on cloud. This is specifically done for telecom regulations or customer requirement.

Omnichannel contact center offers single sign on to the agent, so that the agent logs into all the communication channels and the CRM simultaneously. All interations with customers is managed on this unified agent desktop. The incoming requests are routed based on the routing logic so that the best skilled agent gets connected. With sticky agent feature, the interactions are directed to the specified agent. The agent can view all the past interactions and tickets from the timeline view.

Omnichannel experience enhances customer convenience, fosters brand loyalty, boosts sales, provides seamless interactions across multiple channels, improves customer insights, and ensures consistent brand messaging and experience.

Businesses aiming for seamless customer interactions across multiple channels like phone, email, chat, and social media should opt for an omnichannel contact center solution. It enhances customer experience, streamlines operations, and boosts productivity for diverse industries.

Any industry that works with a plethora of customers interacting over diverse touchpoints (voice, non voice or even bots) will flourish with an omnichannel strategy. Some businesses like e-commerce, the multiplatform entertainment industry, banking industry, and even healthcare achieve a lot more with the omnichannel experience.

With digitisation and pervasiveness of technology, most customers, start their buying journey or query on one device and complete it on another.