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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Blog
Omnichannel support in energy & utilities BPO: Meeting customer expectations
Learn about omnichannel contact center software, its key features, benefits, top 2025 solutions, and how to implement them for better customer service.
April 2025
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Startek® South Africa honored with Best Employer Brand Award at the South Africa Leadership Awards 2025
Startek® South Africa proudly receives the Best Employer Brand Award 2025 at the South Africa Leadership Awards, celebrating excellence in HR leadership.
April 2025
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Omnichannel contact center software: Everything you need to know
Learn about omnichannel contact center software, its key features, benefits, top 2025 solutions, and how to implement them for better customer service.
April 2025
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Startek® Australia recognized as a 5-Star Employer of Choice 2025 by HRD for third consecutive year
In Q1 2025, Startek® earned three Comparably awards, showcasing its commitment to a positive company outlook, empowering women, and fostering diversity.
April 2025
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Customer experience in financial services: What you need to know
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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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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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