Omnichannel Contact Center Setup

Omnichannel Contact Center Services

With the Multichannel Contact Center, companies are not only able to provide customers with voice channels, but they can also communicate via SMS, Email, Webchat, and Social Media channels.
Changes in customer habits are urging contact centers to go beyond service with voice communication only.
Instead of calling the Contact Center for a service they want to receive, customers prefer to forward a request via tweet. Or, they want to get an immediate answer to their question about a product they’re reviewing on the company’s website, via Webchat Agent. They can start a conversation through Webchat session and prefer to continue over voice call where they left off. No matter what communication channel, they can always expect to receive information about their previous requests in the communication they perform with the Contact Center.

On The Other Hand...

Companies want to see and manage customer communication history, regardless of which communication channel was used.
Additionally, this is also to gather data and provide a real customer journey experience. They want to manage their customer’s comments on social media through the call center to respond as soon as possible.
They want to reach their customers as much as possible with all the available communication channels like SMS or email. Also, they want all these channels to be managed in a collated manner by the agents.

Omnichannel Contact Center Agent Features

To help companies provide excellent call center experience to their customer, we offer the following features with our Omnichannel Contact Center Agent Package:

• Easy accessibility with the web-based Call Center Interface
• Working flexibility anywhere
• One screen Call Management with integrated Webphone
• Alarm mails to ease management
• Agent activity management and reporting
• Managing manual outbound calls
• Uploading Excel file data either dynamically or through web

3rd Party Software Integrations And Embedded TegsoftCRM Features

Tegsoft’s Omnicahnnel Contact Center Agent Package includes advanced integration patterns for your Customer Relationship Management (CRM) software, as well as embedded CRM application.

TegsoftCRM performs the following operations:

• Integrated and configured CRM
• Opportunity to increase customer satisfaction with the caller identification feature
• Managing the projects or the customers by grouping customers - Customer-based, specialized call campaigns
• Able to access customer’s call history
• Creating specified activities for the customer
• Interpret and conduct surveys

Besides these Inbound Contact Center Agent Package features, we also offer:

• Easily scale from 1 Agent to 100
• Quick installation
• Remote access and management options