What kind of organisations are likely to benefit from Omnichannel Communications?

Any organisation that provides Customer Services and Support, has a busy inbound or outbound Sales Team or needs to fulfil a large volume of E-Commerce transactions is likely to benefit from Omnichannel communications, enabling agents to view and respond to all communications across all digital channels from a centralised dashboard, vastly improving their productivity and the customer’s experience.

What types of 3rd Party Integrations are supported by your Omnichannel Communications services?

Our platforms integrate with numerous leading third-party products and services to help organisations to streamline their business processes. Integrations supported include leading CRM systems such as Salesforce, eCommerce platforms including Shopify, Magento and WooCommerce, accounting services (e.g. Xero), Email marketing services such as Mailchimp, and Business SaaS services including Office 365 amongst others. Our specialists will be able to advise what integrations are supported to address your specific requirements.

Do your Omnichannel Communications services support Intelligent Routing?

Our platforms support a number of intelligent routing features. These include the ability to customise multi-level IVR menus and route communications intelligently on a skills-based basis. These features are designed to ensure customers always reach the correct resource upon their first attempt.

Do your Omnichannel Communications services support Automation?

Our platforms support advanced AI technology. Responses to customer enquiries can be automated with pre-configured responses; Customers can be sent automatic SMS messages as a follow-up SMS; and we can support live chatbots too. Automation services help improve the customer’s experience whilst optimising resource allocation to appropriate tasks.

Do your Omnichannel Communications services support reporting functionality?

Our platforms support highly versatile and customisable reporting functionality. Reports can be delivered via supervisor screens or wallboards. We support a variety of business use cases, providing you with complete visibility and control. Examples include conversation histories and ticketing summaries useful for Contact centre supervisors; or SLA & queue performance, and more in a busy Sales environment. Whereas E-commerce businesses may focus on reports on customer enquiry types, chatbot activity, and customer behaviour patterns. Our specialists can work with you to help you to customise reports to meet your specific business requirements.

Omnichannel Communications, CRM and Ticketing Solutions in Manchester

Omnichannel Communications

Complete visibility and control of all Business Communications

Omnichannel Communications

Are you tired of juggling multiple communication channels within your Contact Centre?

Say hello to Omnichannel Communications! Our innovative platform centralises all voice, email, and social media interactions, making it easy to connect with customers no matter where the conversation started.

Gone are the days of bouncing between phone calls, emails, WhatsApp and SMS messages. Our intuitive, web-based interface allows you to manage all traditional communication channels in one place. Plus, with full PBX functionality for phone conversations, WhatsApp and SMS messaging capabilities, and integration with Microsoft O365, every communication is recorded and retrievable against the customer’s profile.

Interested in revolutionising your Contact Centre communications? Let Omnichannel Communications take the lead.

Deliver the best customer experience for your clients

Omnichannel Communications enables organisations to centralise all voice, email, and social media Communications to dramatically improve staff productivity and deliver the best customer experience for Sales, Customer Services and E-Commerce Services

Book your FREE Omnichannel Communications Assessment

Features

Contact Centre

Unified timeline

A unified chronological timeline allows Agents to view all customer interactions across all channels, providing a 360 degree view of contact history.

Easy to use ticketing

Custom tickets can be created and assigned to the appropriate team or agent to rapidly resolve issues, track tickets through to resolution, and prioritise the most important requests.

IVR & speech recognition

Queries are routed intelligently to the correct resource with multi-level IVR across channels, improving productivity, reducing costs and improving customer experience.

Chatbots & web call-backs

Schedule call-backs or Live chat with customers to assist them with their enquiries while on your website.

Agent dashboard

Personalised views of Agent workloads and activities enables more effective management of their calendar, scheduled callbacks, campaigns, and more.

Real time reporting

Supervisors have complete visibility and control of agent activities with customisable reports and wallboards for conversation history, ticketing summaries, agent and queue performance against SLAs, and more.

Features

e-Commerce

E-commerce integration

Agents have easy access to purchases, status, delivery updates, refunds and more. Our platform supports seamless two-way integration to most popular e-commerce tools, including Shopify, Magento, and Woo-Commerce.

360° customer view

Complete access to customer contact information, notes and tickets, previous orders, conversation history, and marketing communications received by the customer, improving agent productivity and the customer’s experience.

Centralised communication

Enables customer choice in communications with your organisation and respond to them efficiently through a single console.

Intelligent live chat

Enable rapid response to customer queries with Live chat or scheduled call-backs to assist them while on your website.

Process automation

Automation of time consuming tasks & processes delivers improved productivity and customer experience. Examples include answering FAQs with pre-configured responses, workflows to identify leads, and automatically sending out SMS follow-ups or surveys to report on customer experiences.

Real time reporting

Supervisors have complete visibility and control of agent activities, with Customisable reports for enquiry types, chatbot activity, call outcome dispositions and customer behaviour patterns.

Features

Sales Team

Remote office

Integrated softphone with full PBX functionality as well as integrated email and chat enables agents to work from anywhere with an easy-to-use web RTC dashboard.

Campaign management

Automatically sync leads generated from campaigns on a multitude of channels directly into your third-party CRM or our platform’s built-in CRM.

Pipeline tracking

Kanban style pipeline dashboard enables tracking of individuals, teams or departments for accurate forecasting of future sales, tracking every step from initial lead to contract signature.

Workflow automation

Automate sales processes with automatic e-mails, SMS and or schedule follow-up calls.

Integrated email

Seamless Office 365 integration, enables complete email flexibility. Whether sent from within the CRM, Outlook or mobile device, they are automatically attached to the customer file.

Electronic signatures

Enable rapid authorisation of sales agreements, contracts and paperwork with built-in PDF electronic signature functionality allowing customers to easily complete documentation on their desktop, laptop or mobile device and return via email.

Book your FREE Omnichannel Communications Assessment

Can you really help us to increase our productivity?

Frequently Asked Questions

What kind of organisations are likely to benefit from Omnichannel Communications?

Any organisation that provides Customer Services and Support, has a busy inbound or outbound Sales Team or needs to fulfil a large volume of E-Commerce transactions is likely to benefit from Omnichannel communications, enabling agents to view and respond to all communications across all digital channels from a centralised dashboard, vastly improving their productivity and the customer’s experience.
What types of 3rd Party Integrations are supported by your Omnichannel Communications services?

Our platforms integrate with numerous leading third-party products and services to help organisations to streamline their business processes.

Integrations supported include leading CRM systems such as Salesforce, eCommerce platforms including Shopify, Magento and WooCommerce, accounting services (e.g. Xero), Email marketing services such as Mailchimp, and Business SaaS services including Office 365 amongst others.

Our specialists will be able to advise what integrations are supported to address your specific requirements.
Do your Omnichannel Communications services support Intelligent Routing?

Our platforms support a number of intelligent routing features. These include the ability to customise multi-level IVR menus and route communications intelligently on a skills-based basis. These features are designed to ensure customers always reach the correct resource upon their first attempt.
Do your Omnichannel Communications services support Automation?

Our platforms support advanced AI technology.

Responses to customer enquiries can be automated with pre-configured responses;

Customers can be sent automatic SMS messages as a follow-up SMS;

and we can support live chatbots too.

Automation services help improve the customer’s experience whilst optimising resource allocation to appropriate tasks.
Do your Omnichannel Communications services support reporting functionality?

Our platforms support highly versatile and customisable reporting functionality.

Reports can be delivered via supervisor screens or wallboards.

We support a variety of business use cases, providing you with complete visibility and control.

Examples include conversation histories and ticketing summaries useful for Contact centre supervisors;

or SLA & queue performance, and more in a busy Sales environment.

Whereas E-commerce businesses may focus on reports on customer enquiry types, chatbot activity, and customer behaviour patterns.

Our specialists can work with you to help you to customise reports to meet your specific business requirements.

Our multi-services team is dedicated to assisting organisations to benefit from the latest in communications technology and services to enable our customers to improve productivity, grow their business and deliver a Return on their Investment in Marketing Services.

Based in Manchester in the UK, we serve customers throughout the UK and have established our reputation through an expert knowledge of Business Communications services and the politeness and efficiency of our staff.

We provide the trusted link between you and your customers to help you deliver the best customer experience.

Book your FREE Assessment

Telephone: +44 (0)161 507 7999

Level One, Basecamp Liverpool, 49 Jamaica Street, Liverpool, L1 0AH

Email: sales@omnicom.uk

CONTACT US

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