Deliver world-class CX across channels with Startek® Omnichannel Contact Center
Scalable, personalized experiences across voice and non-voice channels to engage and retain your customers.
Today’s customers want fast, flexible service and they want it on the channel of their choice. Omnichannel contact center technology gives brands the solution they need to drive customer experience to the next level by facilitating seamless connections across voice, email, chat and social media channels.
By providing customers with a consistent experience, regardless of the channel they choose, omnichannel contact center technology improves customer satisfaction, loyalty and engagement.
Startek® Omnichannel Contact Center
Startek® Omnichannel Contact Center is a Contact Center as a Service (CCaas) solution that enables brands to deliver unique, personalized experiences on a scalable platform designed to grow with your business needs.
- Inbound customer support – route callers to bots or live agents as appropriate for fast, effective support
- Skills-based routing - ensure callers reach the agent best placed to meet their needs every time
- Call-backs – improve responding to customers at the time that suits them
- Outbound calling – leverage dialers to boost productivity and guard against compliance missteps
- Web chat – proactively interact with to engage them in the moment
- Messaging – interact with your customers at their convenience
- Social channels – meet customers on their preferred social network
Features
Improve customer experience by ensuring customers get the support they need where they need it
Increase efficiency by giving agents a 360-degree view of the customer
Uncover insights by collecting data from multiple channels
Case study
Digital transformation drives 35% call deflection
The challenge
Our client, a leading Australian energy distributor serving 2.5 million residential and commercial properties wanted to better engage their customers by modernizing the experience.
The client turned to Startek to transform their CX delivery to:
- Significantly reduce average handle time (AHT)
- Identify supply outages in real-time
- Improve customer satisfaction
The Startek® solution
- Migrated client from legacy platform to Startek Omnichannel Contact Center CCaaS, delivering self-service capabilities, a virtual agent, integrated customer applications, integrated agent UI and voice recording, and quality management capabilities
- Virtual agent trained to respond to 200+ phrases
- Four natural language voice bots built to serve 112 distinct intents and over 900 initial use cases.
- Customer data leveraged to deliver a personalized experience
The results
- 35% call defection
- AHT reduced by 30 seconds
- Reduced total cost of ownership
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Press releases
Startek® Philippines wins silver at HR Excellence Awards 2025 for excellence in employee engagement
Startek Philippines wins Silver at HR Excellence Awards 2025 for excellence in employee engagement, setting a benchmark for people-first BPO culture.
August 2025
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Startek® joins Everest Group and Clinton Global Initiative to expand inclusive hiring through Impact Sourcing Pledge
Startek joins Clinton Global Initiative and Everest Group Impact Sourcing Pledge to expand inclusive hiring and create 1M jobs for marginalized communities by 2030.
August 2025
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Real-world applications of Generative AI for customer experience in E-commerce
Discover how generative AI transforms e-commerce customer experience through personalization, chatbots, and real-world applications. Boost CX today.
August 2025
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Startek® honored with 3 Stevie® Awards for Great Employers 2025
Startek wins Gold, Silver & Bronze at Stevie® Awards for Great Employers 2025, honored for remote workforce, DEI, and leadership development excellence.
August 2025
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CX automation for retail: Turning data into delight
Explore how a CX automation platform turns retail data into delightful customer experiences, boosting loyalty and efficiency. Discover key trends.
August 2025
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Six best practices for retail call center success
Boost customer trust and loyalty with 6 proven retail call center best practices. Learn how to enhance CX, improve KPIs, and drive growth.
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Agentic AI in Customer Experience: Future-Proofing Financial Services
Discover how agentic AI customer support is transforming financial services with intelligent, autonomous, and personalized customer experiences.
July 2025
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