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CX TRANSFORMATION
OMNICHANNEL
CONTACT CENTRE SOLUTIONS
Enable your customers to effortlessly switch between your chosen contact channels without having to repeat or start again.
Transform your customer interactions with omnichannel contact centre solutions
Customer demands continue to evolve, with expectations for seamless, personalised experiences across every communication channel—be it voice, email, chat, social media, or others. In fact, 86% of consumers are willing to pay more for a superior customer experience, making now the perfect time to upgrade to a market-leading omnichannel contact centre platform.
The benefits of AI powered omnichannel contact centres are extensive
Our omnichannel contact centre solutions connect customers to the right agents through intelligent call routing, ensuring faster, more accurate resolutions.
The advanced AI and automation features help to reduce response times and enable personalised support to be delivered without delay and ensure your customer needs are met fast and are consistent every time they contact you. With seamless CRM integration, workforce optimisation, and unified communication systems, our omnichannel contact centre platforms create a cohesive customer experience ecosystem.
Fast and efficient service levels give our customers peace of mind
Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving ensuring that your contact centre is fully supported by a team of experts around the clock.
Net Promoter Score
0
Month on month we survey our customers to ensure our customer experience levels remain consistently high
Customer Satisfaction
97.5 %
CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus
First Time Fix on a P1
99.2 %
We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents
Deliver consistency and personalisation across channels
Managing communication channels separately often leads to inefficiencies, siloed teams, and fragmented customer engagement.
Our omnichannel contact centre platforms enable businesses to gain a single, unified interface to manage all customer interactions. For example, a customer can initiate a conversation on live chat, then transition to WhatsApp without repeating information. Agents benefit from a streamlined system that allows them to deliver more personalised and responsive support.
Our omnichannel contact centre partners
Download our guide on how to implement AI to deliver next level CX
Discover how the combination of AI and innovative technology in your contact centre can revolutionise the customer experience.
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Meet the speed and convenience demands of todays customers
Without omnichannel contact centre platforms, switching between channels often requires customers to re-enter information, delaying resolution and increasing frustration.
With our solutions, all customer interactions are joined up, ensuring faster responses and lower handling times. This improves customer satisfaction while optimising resource costs.
Omnichannel contact centre solutions seamlessly integrate with the majority of preferred communication channels
Our omnichannel contact centre platforms seamlessly integrate with a wide range of channels, including SMS, WhatsApp, Facebook Messenger, Instagram, and even online review platforms.
By integrating these channels into a single contact centre platform, businesses can reduce handling times, boost agent productivity, and offer a more consistent customer experience across every touchpoint.
Gain data driven insights in to the customer journey
A centralised view of all customer interactions ensures your team can make informed, data-driven decisions. Agents can access a full history of customer interactions, enabling quicker resolutions and boosting satisfaction.
Contact centre managers can use advanced insights and analytics to identify trends, improve processes, and ensure optimal performance. These insights empower businesses to continually refine their customer engagement strategies.
World class CX Transformation solutions designed to enable your business
to deliver the highest level of customer experience
Our CX transformation solutions cover every aspect of CX, some our our solutions are outlined below.
Conversational Analytics
Use natural language processing (NLP) and machine learning to identify key topics, sentiment, trends, and patterns within conversations.
Interaction Analytics
Analyse customer interactions such as phone calls, emails, chats, and social interactions using NLP combined with speech analytics.
Reporting Analytics
Identify and measure key analytics to optimise agent productivity, enhance customer experiences, and drive operational efficiency.
Conversational AI
Understand and respond to customer enquiries using various conversational AI tools such as Intelligent Virtual Agents (IVA) and Agent Assist.
Workforce Optimisation
Enhance the performance, efficiency and effectiveness of contact centre agents. Using integrated processes, tools and data.
Quality Management
Deliver high-quality customer service while adhering to regulatory requirements and industry standards using AI and automation.
Voice of the Customer
Collect extensive data from customer feedback gathered during their interactions to build a complete picture of your customers.
Voice of the Employee
Understand employee perspectives, needs, and concerns. Enhance employee satisfaction and customer experience.
Frequently asked questions about our contact centre solutions
An omnichannel cloud contact centre is a customer service solution that utilises cloud-based contact centre software to manage customer interactions across various channels. This approach enables customers to smoothly transition between different communication channels without interruption, which gives them choice and enables a more convenient way to gain a resolution.
These are the available integrations with a Cirrus Response contact centre solution.
Standard – Voice, Email, Video. Messaging – Including: SMS, Webchat, Facebook Messenger, Twitter Direct Messages, WhatsApp*(additional license needed), Telegram.
Social Media – Including: Facebook Pages / Posts, Twitter Timeline / Tweets, YouTube Comments, Instagram Pages / Posts.
Online Reviews – Including: Google Play Store, Apple App Store, Google My Business.
The main difference between a multi channel and omnichannel contact centre solution customers can effortlessly switch between channels without having to repeat or start again.
An omnichannel approach to customer service is to provide your customers with a seamless customer experience across multiple channels by integrating them within a centralised omnichannel contact centre solution. The integration between the selected communication channels and your solution enables all agents to see a 360 degree live and historical view of customer communications.
Contact centres are also still sometimes known as call centres, they are the same thing. A cloud-based omnichannel call center is a communications platform that leverages hosted software to manage interactions with customers across various channels. By providing a seamless transition between communication channels, customers can easily move between different modes of communication whist still receiving consistent and efficient support.
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Find out more about our omnichannel
contact centre solutions
Reigate Office
London Court
39 London Road
Reigate
Surrey
RH2 9AQ
London Office
60 Cannon Street
London
EC4N 6NP
Hitchin Office
2nd Floor Regal Chambers
49-51 Bancroft
Hitchin
Hertfordshire
SG5 1LL