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
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
Increase efficiency by giving agents a 360-degree view of the customer
Uncover insights by collecting data from multiple channels
Uncover insights by collecting data from multiple channels

Case study

    Omnichannel Contact Center

    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

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    Startek® conversational AI

    Engage customers with human-like automated conversations

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    Agents learning and enjoying from call center gamification
    Startek® gamification

    Enhance the agent experience for a better end-to-end customer experience

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    Insights

    Press releases

    Comparably award wins by Startek
    Startek® wins three Comparably Best Places to Work awards 

    Startek® awarded 3 Comparably honors: Best Places to Work, including Best Company Outlook & Global Culture.

    March 2024

    Read more

    Blog

    call center agent referring to a training manual
    Boost customer experience with call center coaching

    Learn how call center coaching shapes perceptions and fosters excellence in customer service.

    March 2024

    Read more

    Blog

    A happy telecom customer interacting with a live customer support agent
    Differentiating through digital customer experience in Telecoms

    Explore how AI and data analytics can improve CX in telecom.

    March 2024

    Read more

    Blog

    happy call center employee using aqm for her call
    How automated quality management supports contact centers

    Discover why automated quality management is vital for maximizing contact center performance.

    March 2024

    Read more

    Press releases

    GPTW India Great place to work
    Startek® honored with Great Place To Work® certification in India 

    This highly prestigious certification underscores the company’s dedication to fostering a positive and inclusive workplace culture. 

    March 2024

    Read more

    Blog

    Enthusiastic african call center agent
    Community connections: How Startek® is driving change in South Africa 

    This blog highlights the positive changes Startek® South Africa implemented to the customer service and experience industry.

    February 2024

    Read more

    Blog

    Asian girl attending calls at a contact center
    The role of knowledge management in customer service

    Discover the importance of contact center knowledge management and how it improves customer service.

    February 2024

    Read more
    View all

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