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

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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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Insights

Blog

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Conversational AI consulting services: Enhancing your CX

Discover how conversational AI consulting can transform your business. Get in touch with Startek’s expert conversational AI consultants now!

November 2024

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Blog

customer serivce agent using ai to tend to a customer
AI and agents: How will they co-exist and the role of humans in the middle

Discover how AI and human agents work together to boost productivity, speed responses, and improve customer satisfaction.

November 2024

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Press releases

Askafrika telcom
Startek® propels Telkom to top honors in 2024 Ask Afrika Orange Index for Call Centre Excellence

Recognized for outstanding call centre performance and strategic partnership with Telkom.

October 2024

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Press releases

SHRM India - Startek
Startek® India recognized with the prestigious SHRM HR Excellence Award 2024 for ‘Excellence in Managing the Distributed Workforce’ 

Startek® has been awarded the SHRM HR Excellence Award 2024 for 'Excellence in Managing the Distributed Workforce'.

October 2024

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Guides & whitepapers

Next-generation CX pricing for 2025
Next-generation CX pricing for 2025

Unlock next-gen CX pricing insights—align strategies with value-driven models to meet evolving customer needs and maintain a competitive edge.

October 2024

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Blog

Call center agents in a call center
Contact center workforce optimization: Detailed strategies

Explore the best Customer Experience Platform to enhance engagement, streamline operations, and increase ROI. Learn and Request a free demo for the CX Platform!

October 2024

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Blog

Call center agents
Customer experience platform: Transform your business

Explore the best Customer Experience Platform to enhance engagement, streamline operations, and increase ROI. Learn and Request a free demo for the CX Platform!

October 2024

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