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Omni-Channel Communications

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Omni-Channel is a Multi-channel customer experience strategy that delivers seamless communications across many touchpoints and different mediums

The Intellicom | intune Telephony & Contact Centre platform supports a wide range of additional Channels of communication.

Customers expect to be able to communicate and collaborate using mediums and devices other than 'the phone'.

Integrate SMS, Email, Fax, Video, IM & WebChat and many social media applications such as WhatsApp, Twitter, Facebook and others into your existing telephony platform. Maximise your customer experience and staff and agent productivity and efficiency.

 

Click Here to see how we helped our customer, 11890 Directory Enquires, save money and improve customer services with the delivery of Omni-Channel features.

 

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The progression towards the 'Multi-experience Platform"

Variety of Endpoints | Fit-for-purpose Apps & Applications | Consistent User Experience

- 75% of customers believe it takes too long to reach and agent *

- 80% of adults and 91% of teenagers use messaging apps on a daily basis **

- Generation Z and Millenials cut ties after a poor customer service experience more than 5 times a year **

* Harris Interactive, ** Constellation Research 

Linking with Email & SMS

Enable integration to your corporate email service. Emails between your customer service agents or staff and end clients can be 'queued' and tracked and reported on in the same way as an inbound or outbound phone call.

Send automated outbound SMS messages based on triggers or call dispositions with information or links applicable to your business or service activities.

Receive and queue inbound SMS messages to the same team as an integrated part of your reporting and virtual call queuing setup.

Market surveys show SMS continues to be the fastest read notification of all non-phone call channels

IM & Social Media Integration
Integrate with CRM and other Business applications