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
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Startek® Gamification
Enhance the agent experience for a better end-to-end customer experience
Learn moreInsights
Press releases
Startek Recognized by Great Place To Work® India among India’s Best Companies To Work For 2025
Startek recognized by Great Place To Work® India among India’s Best Companies To Work For 2025, reflecting its award-winning workplace culture and employee experience.
July 2025
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Customer Experience Automation for E-commerce: Boosting conversions with AI
Learn about omnichannel contact center software, its key features, benefits, top 2025 solutions, and how to implement them for better customer service.
June 2025
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Startek® recognized for cybersecurity excellence and innovation leadership in 2025
Startek wins CISO & Cyber Pioneers and Cyber Security Excellence Awards 2025 for leadership in enterprise security and secure-by-design CX innovation.
June 2025
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Open enrollment: Elevating customer experience through empowered support agents
Learn about omnichannel contact center software, its key features, benefits, top 2025 solutions, and how to implement them for better customer service.
June 2025
Read morePress releases
Startek® recognized with 5 Comparably Awards for excellence across leadership, career growth and team performance
Startek earns 5 Comparably Awards for 2025, recognized for career growth, leadership, and team excellence—driven by a people-first culture and talent strategy.
June 2025
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How Agentic AI is redefining customer loyalty and customer retention
Learn how Agentic AI revolutionizes customer loyalty, enhances retention, and shapes the future of CX through integration strategies and case studies.
June 2025
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How Agentic AI is reshaping customer experience in 2025
Discover how Agentic AI transforms Customer Experience in 2025. Explore challenges, applications, and best practices with Startek’s innovative solutions.
June 2025
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