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


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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    Startek® Gamification

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

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    Press releases

    Stevie awards banner
    Startek® shines at the Stevie Awards, receiving multiple honors for exceptional employment practices 

    Startek® receives multiple Stevie awards for excellence in leadership, diversity & remote workforce management.

    October 2023

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    multicultural group of people at the workplace
    From answering calls to shaping careers: My Startek® adventure

    In this blog, we look at Nelly's Startek journey from agent to Talent Acquisition Manager.

    September 2023

    Read more

    Press releases

    GPTW - Best Workplaces for Woman - India 1
    Startek® named India’s Best Workplaces for Women 2023 (Large): Top 10 by Great Place To Work 

    This accolade enforces Startek® commitment to foster an inclusive & empowering workplace for women. 

    September 2023

    Read more


    Call center agents using gamification at work
    How call center gamification improves agent productivity 

    Learn how call center gamification improves agent productivity and increases customer satisfaction.

    September 2023

    Read more


    a group of diverse cultured people at work
    Rising through the ranks: My path to success

    Discover Hang Ho's journey from call center agent in 2017 to present day Operations Manager in Australia.

    September 2023

    Read more

    Press releases

    Awards of happiness banner blue
    Startek® Honduras celebrates dual workplace engagement achievements 

    Awards of Happiness®, RRHH Digital and ALCEB commend the company’s inclusivity and leadership.

    September 2023

    Read more

    Guides & whitepapers

    Startek Gamification whitepaper cover
    Playing to win: Transforming agent experience with gamification

    Get insights on the benefits, challenges and strategies for implementing gamification in customer experience.

    September 2023

    Read more
    View all

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