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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Insights

Blog

Financial services Call center
Customer experience in financial services: What you need to know

Experience innovation with Conversational AI technology. Enhance customer engagement and streamline processes effortlessly. Learn more!

March 2025

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Press releases

2025 Artificial Intelligence Excellence Award
Startek® wins 2025 Artificial Intelligence Excellence Award for Generative AI Innovation

Startek® proudly announces its 2025 AI Excellence Award win for Generative AI innovation with Startek® Agent Assist, empowering agents in real-time support.

March 2025

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Case studies

Flair airlines CS
Startek helped a leading Canada based airline achieve 95% CSAT and 38% cost savings

Discover how Startek empowered a leading Canadian airline to achieve 95% customer satisfaction and 38% cost savings through innovative solutions.

March 2025

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Blog

female traveller using Gen Ai for her travels
Generative AI for travel and hospitality: What you need to know

Experience innovation with Conversational AI technology. Enhance customer engagement and streamline processes effortlessly. Learn more!

March 2025

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Blog

Happy consumer looking at phone
Customer experience analytics: Transform customer insights 

Discover how customer experience analytics drive insights to optimize satisfaction and loyalty. Unlock actionable data for strategic business growth.

March 2025

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Press releases

bronze stevie 2025
Startek® wins Bronze Stevie® Award for excellence in customer experience

Startek® was awarded the Bronze Stevie Award for excellence in customer experience in March 2025.

March 2025

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Blog

92% of buyers have confidence in brands that prioritize social and environmental responsibility.
How sustainability transforms customer experience for brands

Learn how proactive customer service improves satisfaction, reduces costs, and enhances retention with industry-specific examples and strategies.

March 2025

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View all

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