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
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Press releases
Startek® recognized with multiple prestigious HR awards in Malaysia
Startek® Malaysia wins 3 top HR awards, including HR Asia Best Companies 2024, for inclusive policies, career growth focus, and strong student appeal.
December 2024
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Startek® recognized for Best CEO and Best Company Culture at the 2024 Comparably Awards
Startek® wins Best CEO & Best Company Culture at 2024 Comparably Awards, showcasing leadership excellence and a commitment to employee success.
December 2024
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Customer experience optimization: Importance and best practices
Explore proven strategies and techniques in customer experience optimization. Discover how to optimize customer experience for better conversions and loyalty.
December 2024
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From idea to impact: How innovation shapes my work at Startek®
Follow Irwin Cardozo's Startek® journey in marketing, from launching a new website to mastering cutting-edge digital tools.
December 2024
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What is a retail call center and why your business needs one?
Looking to optimize your retail support? Discover how retail call center services and outsourcing improve customer experience and drive success.
December 2024
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Startek® Honduras earns Dragon Award “Generation Y-Z” and celebrates leadership recognition
Startek Honduras wins the Dragon Award “Generation Y-Z” for fostering a Gen Y-Z-friendly workplace, highlighting innovation, inclusivity and growth.
December 2024
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Mastering call center campaigns: types, examples and best practices
Call center campaigns are organized efforts by a call center team to achieve specific goals through phone interactions. Learn types, examples & best practices.
December 2024
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