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
Explore more solutions
Startek® work-from-home solutions
Access diverse and highly engaged teams to minimize agent attrition and enhance CX
Learn more
Startek® Gamification
Enhance the agent experience for a better end-to-end customer experience
Learn moreInsights
Press releases
Startek® Interaction Analytics wins 2024 BIG Awards for Business
Recognized for excellence in CX Innovation with AI-Driven insights.
November 2024
Read moreBlog
AI simulations and game-based learning method: Enhance agent training
Boost agent training with AI simulations and gamified learning, fostering agile problem-solving and improved customer interactions in an engaging environment.
November 2024
Read moreBlog
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
Read moreBlog
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
Read morePress releases
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
Read morePress releases
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
Read moreGuides & whitepapers
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
Read more