OMNICHANNEL CONTACT CENTER AND CALL CENTER SOLUTION
Engage your customers more effectively on all digital channels.
Our omnichannel solution enables contact centers, call centers and customer relations departments to efficiently collect, process and distribute data from various channels (phone calls, SMS, emails, instant messaging, etc.) to all communication channels.
Your needs
Boost your communication with an omnichannel solution.
Thanks to precise segmentation, our omnichannel solution facilitates the implementation of personalized marketing campaigns by exploiting consumers' history, thus strengthening their commitment. It centralizes all data in a single database, offering a 360° view of the customer relationship, whatever the channel used.
A single interface
All communications are centralized in a single interface, providing rapid access to all information. Your agents gain in efficiency and comfort throughout the customer journey.
360° vision
Supervisors benefit from a global view of all communication channels (phone calls, emails, SMS...), enabling them to make more relevant and personalized decisions at every stage of the customer journey.
Enhanced customer satisfaction
Customers can contact your company via the channel of their choice, and benefit from improved service. This has a direct impact on their engagement with your brand, and boosts conversion rates.
Artificial Intelligence
Stand out from your competitors with our A.I. technology.
With digiCONTACTS, you benefit from a secure, fully customizable artificial intelligence solution. Simplify the management of your interactions while optimizing your productivity.
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100% customizable technology
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Solution hosted in France
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Fast, easy deployment
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I.A. available in 7 languages
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Growth gas pedal
Our Features
The best features of our omnichannel solution.
With its many features, our omnichannel solution for contact centers and call centers helps you improve the quality of your responses throughout the customer journey.
Automatic call distribution (ACD)
Intelligent call distribution automatically routes each incoming call to the most competent agent available. ACD reduces waiting time, improves customer satisfaction and boosts productivity.
Call recording and playback
These features are essential for training your agents and improving call center service quality.
Interactive Voice Response (IVR)
The IVR can handle a large number of simultaneous calls without loss or saturation of the line. It identifies the customer and qualifies his or her request for rapid transfer to the right advisor.
Automatic caller
To help you achieve your objectives more quickly, digiCONTACTS' omnichannel solution offers 3 dialing modes: progressive, preview and predictive. All in a single interface!
Real-time supervision
Thanks to the real-time dashboard, you can access all your teams' current call flows at a glance, and monitor live performance indicators relevant to your business.
The omnichannel system
Today, customers interact with brands via a variety of communication channels: telephone, email, SMS, forms, chat... . Thanks to our omnichannel solution, your agents benefit from a 360° view and can unify communication across all channels.
Your benefits
Offer a fluid customer experience at every stage of the journey.
Our omnichannel contact center solution enables your agents to manage multiple communication channels: phone, email, sms, whatsapp, etc. on a single platform, so you can improve the versatility of your agents and better serve your customers!
Quick Answers
Answer your customers' questions quickly and accurately.
Give your teams greater comfort with a centralized omnichannel solution for managing customer relations. Thanks to our ergonomic, intuitive platform, you'll never have to go back and forth again! Your agents benefit from a 360° view, with instant access to customer data and the history of their journey, all from a single interface.
Customer commitment
Boost customer engagement with our solution.
To optimize customer engagement, every company needs to analyze its performance on a regular basis and adjust its strategy in line with feedback. It's essential to keep in mind that the main objective is to encourage customer interaction and engagement, while guaranteeing customer satisfaction.
Efficiency
Optimize the efficiency of your customer relations department.
Evaluate the effectiveness of your customer service thanks to Key Performance Indicators (KPIs) that precisely measure the performance of your teams. The customer satisfaction score is an essential KPI: the more satisfied your customers are, the more loyal they will remain to your brand.
CRM connection
Easily connect our solution to your CRM!
Our omnichannel contact center solution is intuitive, fully secure and 100% customizable.
Easily connect any of the 40 compatible business or CRM applications, and improve your customer relations for ever!
Deploy our solution
In less than 24 hours, our solution is deployed in your department.
Connect your CRM
Connect your CRM or business applications quickly and easily.
Develop your results
Implement a winning customer relations strategy!
Our expertise
Develop your conversions customers throughout their digital journey.
With digiCONTACTS, take advantage of a high-performance, intuitive and 100% secure solution to facilitate the management of your interactions while improving your productivity.
Online and easy to configure
Available features
For a global customer vision
Our Answers
Questions Frequently asked questions
Find out all the answers to your frequently asked questions about our omnichannel contact center solution!
The advantages of an omnichannel contact center solution are many and significant. By integrating all communication channels (Phone, Email, Chat, Social Networks...) on a single platform, you can offer a consistent and fluid customer experience. Your customers can interact with your company via their preferred channel, without duplicating information, which improves customer satisfaction.
An omnichannel solution also makes it possible to centralize customer data. Agents have a complete, up-to-date view of past interactions, making it easier to personalize services and increase response efficiency. What's more, by using advanced analysis tools, you can track and optimize each contact point, improving your contact center's overall performance.
Last but not least, such a solution fosters customer loyalty by providing fast, relevant answers, thereby increasing customer trust and commitment to your company. Discover how digiCONTACTS can transform your contact center with our omnichannel solution!
An omnichannel solution dramatically improves the customer experience by offering seamless, integrated communication across various channels. Here's how:
1. Consistency and continuity: Customers can start an interaction on one channel, such as online chat, and continue it on another, such as the telephone, without having to repeat their information. This ensures a frictionless experience and increases customer satisfaction.
2. Increased personalization: By centralizing all customer data on a single platform, agents have a complete view of the history of interactions. This makes it possible to personalize responses and anticipate customer needs, offering a made-to-measure service.
3. Improved availability: Customers can contact your contact center via their preferred channel, be it email, social networks, phone or chat. This flexibility improves their engagement and reinforces their trust in your services.
4. Reactivity and efficiency: An omnichannel solution manages interactions in real time, ensuring fast, relevant responses. This reduces waiting times and improves the perception of the quality of your service.
5. Analysis and Optimization: Integrated analysis tools track performance and identify areas for improvement, ensuring continuous optimization of the customer experience.
An omnichannel contact center solution offers a multitude of features designed to improve efficiency and customer satisfaction. Here are the main ones:
1. Omnichannel integration: centralizes interactions via different channels such as telephone, online chat, email, social networks and SMS, providing a unified view of each customer.
2. Interaction history : Agents have access to a complete history of communications, making it easier to personalize responses and ensure continuity of service.
3. Intelligent Call Routing: Calls and messages are automatically routed to the most qualified agents, reducing waiting times and increasing customer satisfaction.
4. Automation and Self-Service: Options such as auto-responders, chatbots and interactive menus enable routine requests to be handled without human intervention, freeing up agents for more complex tasks.
5. Analysis and reporting: advanced analysis tools provide detailed performance reports, enabling you to identify areas for improvement and optimize operations.
6. CRM integration: The solution connects with existing CRM systems, centralizing customer data and facilitating customer relationship management.
Delivering a seamless omnichannel customer experience is essential for several key reasons:
1. Improved customer satisfaction: A frictionless experience, where customers can easily move from one channel to another without repeating information, increases customer satisfaction and loyalty.
2. Communication consistency: By integrating all communication channels on a single platform, messages and interactions are consistent and seamless, reinforcing customer confidence in your company.
3. Operational efficiency: Agents have a complete view of customer interactions, enabling them to respond in a more efficient and personalized way. This reduces waiting times and increases productivity.
4. Better Data Management: Centralizing customer data facilitates analysis and optimization of services. Companies can better understand customer needs and behaviors, and adapt their strategies accordingly.
5. Competitiveness: In an increasingly digitalized market, offering a seamless omnichannel experience is a competitive advantage. Customers prefer companies that offer them simple, seamless interactions.
6. Increased engagement: By allowing customers to choose their preferred communication channel, you increase their engagement and interaction with your brand, which can lead to additional sales opportunities.
For more information about our contact center solution, please contact us to schedule a free 20-minute demo!
Free demonstration
Improve the performance of your contact center today!
We guarantee tailor-made support for your BtoB and BtoC customer development, satisfaction and win-over strategies. Transparency and responsiveness guaranteed!
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No obligation
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From 1 station
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Installation in less than 24 hours
