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

    Blog

    Happy call center agent addressing customer
    Understanding advanced call center technologies

    Discover the latest trends in Advanced Call Center Technologies along with their benefits and best practices.

    April 2024

    Read more

    Blog

    CCaaS based call center agent
    Deliver better CX with Contact Center as a Service (CCaaS)

    Learn about the benefits of CCaaS and the key features that businesses can customize to meet their specific needs.

    April 2024

    Read more

    Blog

    Group of young multicultural call center agents
    Why your business needs multilingual customer support

    In our global marketplace, multilingual customer support is essential for fostering trust, loyalty, and seamless expansion into new markets.

    April 2024

    Read more

    Blog

    A group of people having a meeting at work
    Transforming CX with contact center knowledge management

    The article outlines the benefits of knowledge management for enhanced customer experience.

    March 2024

    Read more

    Guides & whitepapers

    Empowering contact center heroes ebook
    Empowering contact center heroes

    Gen AI revolutionizes customer service by enhancing agent productivity and CX. Learn about its transformative power in our eBook.

    March 2024

    Read more

    Blog

    Happy young lady with shopping bags
    Optimizing call volumes for improved retail customer experience

    Improve the retail customer experience by reducing long hold times and decreasing abandoned calls to drive customer engagement and retention

    March 2024

    Read more

    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
    View all

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