Omni-Channel Contact Centre

It doesn’t matter if you have a single staff member or a whole team. 

If you are making & receiving calls and emails, then you are a Contact Centre and Omni-Channel can make you more productive.

Smiling member of the One2Call team

All your Businesses Communications in One, Easy to use place.

What is a contact centre? In reality a contact centre can be any person or persons in a business who are making or receiving large amounts of communications. This could be Phone Calls, Emails, Web Chats, SMS/WhatsApp, Social Media and more. 

But in a world which is dominated by the consumerisation of technology, and users demand for a seamless experience across all communications channels, how can your communications teams keep up with all of these different platforms?  

Some would think that the easiest way to do this is to limit your communications channels. However, as technology evolves over time, your users demand for these evolving channels also increases. As such, your business may need to embrace these communications channels. 

Where once, your communications team may have been managing calls and emails, they are now being asked to monitor SMS/WhatsApp, Web Chats or even Social Media Direct Messages and more. How can they keep up with all of these platforms and prioritise their communications queues?  

This is where the Omni-Channel Contact Centre Platform comes in. It brings all of your communication sources, such as; Phone, Email, Web Chats, SMS/WhatsApp, Social Media and more, into a single easy to use dashboard platform. Contact Centre Agents can then use this dashboard to easily manage all inbound (and outbound) communications for your business, and because it is web based, it requires no software installation on the client device, and it can be accessed from anywhere. 

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Example

Problem 

In a doctors surgery, once or twice a day you may be accepting calls to book appointments, when this happens, you will most likely receive a sudden influx of calls for those appointments. Simultaneously, you may be receiving email requests for appointments, web chat requests and more. As your phones are constantly ringing you would want to prioritise those calls over other communication sources. However, by prioritising a call which you answer at 08:30, you may be ignoring an email or web chat which was received at 08:02. From a user experience point of view, the email or web chat users will be receiving a poorer experience than a phone call. And when you take into account that in this doctor surgery example some of your patients could be deaf, you want to ensure that they experience the same level of service as other patients. 

Solution 

The Omni-Channel dashboard aims to resolve this issue by intelligently monitoring all of your communication channels and queue these communications for your contact centre team in the order which they were received. This queue can then either be directly fed to all of your available agents, or your omni-channel can rout these communications based on your agent’s skill level. If your contact centre user is answering an email, they will not be fed a call until they become available. Users hold on the phone will be told their place in the queue (also works for Web & other Chat base communications channels), meaning that from an experience point of view, every person contacting you through each channel is treated equally. However, if you choose, you can also feed multiple Commnications Channels from the queue to each user also. 

How do Omni-Channel Integrations Work?

Phone

Phone

When it comes to business communications, one of the primary communications methods we think of is Phone. However, managing calls and queues can be a big and expensive task for businesses. On traditional SIP based phone systems you would require enough SIP Trunks for the number of simultaneous calls or calls on hold. The licencing of the Omni-Channel Contact Centre gives higher flexibility and capacity for your call queues without the costly SIP Trunk requirements.  

But it doesn’t stop at Inbound Call Management. You can also use the omni channel platform to manage your outbound calls. Maybe you need to call customers with order updates, follow-up with customers and much more. The Omni-Channel platform can schedule to make outbound calls at specific times of day, or when the inbound queue is quiet. And by integrating it to an existing CRM System you can see and make notes on those calls. 

Email

Similar to Phone, one of the primary communications methods we think of in a business environment is Email. Email Communication within a business between employees and customers/clients is common place. However, in a Contact Centre environment/scenario this could be multiple contact centre agents who have access to one or more shared email addresses such as info@, customer-service@, bookings@ and many other variations unique to each business. However, for contact centre agents, how do you manage these?  

The Omni-Channel platform is able to intelligently route these into contact queues for available agents so that there is no confusion as to which agent has picked up the email to reply to it. Similarly, if the email is a reply or part of a longer conversation, the Omni-Channel platform can route these to the users with the most knowledge of the communication with the Customer/Client if they are available. 

Email
Email

Email

Similar to Phone, one of the primary communications methods we think of in a business environment is Email. Email Communication within a business between employees and customers/clients is common place. However, in a Contact Centre environment/scenario this could be multiple contact centre agents who have access to one or more shared email addresses such as info@, customer-service@, bookings@ and many other variations unique to each business. However, for contact centre agents, how do you manage these?  

The Omni-Channel platform is able to intelligently route these into contact queues for available agents so that there is no confusion as to which agent has picked up the email to reply to it. Similarly, if the email is a reply or part of a longer conversation, the Omni-Channel platform can route these to the users with the most knowledge of the communication with the Customer/Client if they are available. 

SMS/WhatsApp

SMS/WhatsApp

SMS, WhatsApp and similar platforms are becoming much more popular as a method business communication. This could be for order confirmations or updates, appointment details, support ticket ID’s and more. However, many businesses are also using these platforms for customer/client communication with users starting to expect this to be a common method of communication. The challenge with this for many businesses is that each of these communications platforms are usually managed through their own portal.  

The Omni-Channel Contact Centre Platform can integrate these solutions directly to be managed like any other communication solution. Communications can also be seamlessly handed between different platforms such as call or email if you have the correct contact details associated with the customer/client (or the details are linked via a CRM platform) and any notes or history from the communication will be associated with the customer/client. 

Social Media (In Development)

In the current marketing environment, most (if not all) businesses have some form of Social Media presence. This could be to publish news, updates, product info or regularly scheduled campaigns. In the majority of cases these posts will either be posted on an individual basis or scheduled though a social media campaign manager which can schedule posts weeks or months into the future. 

However, more businesses are using Social Media Platforms such as Facebook, Twitter, Instagram, LinkedIn and others for direct interaction with customers or clients. This again means that there are further communication sources for your contact centre agents to monitor. The Omni-Channel Platform can also integrate with all of these Social Media Communications Platforms to bring them into your unified communications system and seamlessly had these communications between other platforms. 

Social Media
Social Media

Social Media (In Development)

In the current marketing environment, most (if not all) businesses have some form of Social Media presence. This could be to publish news, updates, product info or regularly scheduled campaigns. In the majority of cases these posts will either be posted on an individual basis or scheduled though a social media campaign manager which can schedule posts weeks or months into the future. 

However, more businesses are using Social Media Platforms such as Facebook, Twitter, Instagram, LinkedIn and others for direct interaction with customers or clients. This again means that there are further communication sources for your contact centre agents to monitor. The Omni-Channel Platform can also integrate with all of these Social Media Communications Platforms to bring them into your unified communications system and seamlessly had these communications between other platforms. 

SMS/WhatsApp

Web Chat

If you do not use web chat for your business already, you may have seen businesses/websites that use a web chat system. At One2Call we even have our own web chat system, just look in the bottom right corner of your browser window. However, many businesses either do not know where to start when it comes to offering a web chat service, or they do not have the time or resources to monitor another communications source. 

The Omni-Channel Platform solves both of these issues by providing an integrated Web Chat platform and the code required to copy and paste on to your website to present users with the option to chat with you online. However, the Omni-Channel Platforms takes it one step further by also being able to provide Conversational AI (Artificial Intelligence) which can chat with customers/clients on your behalf and seamlessly hand over the chat to a human contact centre agent once it can go no further on its own and had gathered enough data for the contact centre agent to take over. 

How does Omni-Channel Inteligent Routing Work?

Route Communications based on who is available, who is most knowledgeable or both. 

Availability Led Routing

Availability Led Routing is able to intelligently sort all communication integrations into one or more queues depending on which contact centre agents are available at a given time. If all agents are on phone calls, once a user becomes available, the next email, SMS, Social Media Chat or Web Chat will be routed to them. Your customers/clients can also be notified of their place in the overall queue between all platforms (up to 60 places and then another message would be communicated).  

Skill/Knowledge Led Routing

Skill Led Routing can route calls according to the needs of the customer/client who is contacting you, but also based on the Skills & Knowledge of the Contact Centre Agent. Meaning that if a user calls to speak to someone about booking an appointment with a doctor, they will not be routed to a contact centre agent who is handling calls for prescription requests. Similarly, if a customer/client is contacting you through a platform in follow-up to a previous conversation, these can be routed to the contact centre agent who dealt with it previously or who would be most knowledgeable on the subject. 

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