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
Explore more solutions
Startek® work-from-home solutions
Access diverse and highly engaged teams to minimize agent attrition and enhance CX
Learn more
Startek® gamification
Enhance the agent experience for a better end-to-end customer experience
Learn moreInsights
Blog
Emerging digital customer experience trends in 2024
Discover the essence of Digital Customer Experience (DCX) in our latest blog! Explore the pivotal role of online interactions in crafting memorable journeys for your customers.
May 2024
Read moreBlog
How to improve call center customer service: Top 15 proven tips
Effective tips for enhancing call center customer service. Learn how to improve call center customer service, streamline operations, and boost productivity.
May 2024
Read moreBlog
Generative AI customer experience: Benefits, challenges and 8 key tips
Generative AI customer experience is the process of advancing customer personalized interactions, and engagements. Explore benefits and tips to implement it.
May 2024
Read morePress releases
Startek® receives prestigious accolades at World HRD Congress in the Philippines
Startek® was honored with a total of five awards at the World HRD Congress
April 2024
Read moreBlog
Contact center optimization: How to maximize performance in 2024
Boost agent performance and improve customer experience! Startek solutions empower your contact center's success.
April 2024
Read moreBlog
Conversational AI in banking and financial services: Use cases and benefits
Explore how conversational AI in banking and financial services enhances customer interaction. Drive efficiency and satisfaction with intelligent solutions.
April 2024
Read moreBlog
Multichannel contact center: The key to streamlined customer interactions
Deliver seamless customer support across all channels with a multichannel contact center solution. Learn more about its benefits and how to implement it.
April 2024
Read more