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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Startek® Gamification
Enhance the agent experience for a better end-to-end customer experience
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Blog
Self-service enhances the cable and media customer experience
Discover the latest self-service trends in cable and media and how they’re revolutionizing the cable and media customer experience
May 2023
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Technology unlocks CX success in travel and hospitality
Discover the top three ways technology elevates travel and hospitality CX and help brands stay on top
May 2023
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Five ways to strengthen and recession-proof your CX strategy
Learn how to maintain quality CX during a recession with limited resources, leveraging technology and a robust CX strategy
May 2023
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How augmented reality enhances the retail customer experience
Read the blog to discover why augmented reality is playing an essential role in enhancing retail customer experience
May 2023
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Building a multilingual CX strategy
Having a multilingual CX strategy is crucial for global success. Our blog discusses the benefits and challenges of developing one
May 2023
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Transforming CX with contact center knowledge management
The article outlines the benefits of knowledge management for enhanced customer experience
May 2023
Read morePress releases
Startek wins Silver Stevie® Award in the 2023 American Business Awards®
Customer experience management leader recognized for delivering measurable benefits for agents and customers
May 2023
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