Call Center - Omnichannel
Engage customers on any channel and increase agent efficiency with an omnichannel call center solution.
Optimize your call center workflows with an omnichannel platform designed to streamline and simplify. S-NET's cloud-based call center creates a cohesive environment that empowers your agents to deliver consistent, high-quality experiences with every call, on any channel.
The Benefits of S-NET Call Center Omnichannel
As customer expectations for service continue to rise, you need call center solutions that can evolve with them. S-NET makes it easy to transform every customer interaction into new revenue and repeat business with omnichannel workflows tailored to your business.
Solutions
Call Center Omnichannel serves as a central hub for enhancing customers' experiences with your business. S-NET ensures you have everything you need to exceed their expectations while simplifying your workflows. Our solutions include:
- Cloud-based omnichannel call center platform
- Advanced IVRs
- Call queuing
- Skill-based routing
- Complete feature suite
- Intelligent call routing and automations
- User-friendly interface
- Robust HD call quality
- Agent productivity tools
- Flexible and remote-friendly platform
- Unified desktop and mobile apps
- Inbound, Outbound, and custom workflows
- Seamless CRM integrations
- Call monitoring, whispering, and coaching
- Intuitive call management
- Easy, customized reporting
- Actionable analytics
Services
Setting up and maintaining your call center is effortless with S-NET. Our team provides comprehensive services from defining your call center needs to implementing your system so that you can focus on serving your customers. Our services include:
- Dedicated Project Manager, Implementation Engineer & Provisioning Specialist
- Business needs assessment
- Call center needs analysis and design
- Custom reporting and analytics aligned with KPIs
- Creating Agent IDs and Skill Groups
- Defining call flows and automations
- Integrating CRMs
- Installation, configuration, and provisioning
- Ongoing support
Support
Enjoy white-glove support from our dedicated solution team when you choose S-NET as your call center solution provider. We ensure your call center has the reliable uptime and ongoing support you need to make every customer interaction a success.
- Dedicated Client Technology Advisor
- 24/7/365 Technical and Customer support
- Ongoing proactive account management and monitoring
- Seamless system maintenance and updates
- Complete technology ecosystem
How Call Center Omnichannel Works
S-NET's Call Center Omnichannel platform is designed with the needs of your mission-critical workflows in mind. We empower you to better serve and meet the expectations of your customers wherever they are.
Omnichannel Call Center Suite
Make it easy for customers to get in touch with you via voice, texting, chat, and email channels while seamlessly managing interactions with a sophisticated suite of features and omnichannel design tailored to your business needs. Automate customer interactions and offer self-service solutions with customized workflows and integrations.
Robust IVR, ACD & Automated Attendant
Automate repetitive call flows with IVR custom messaging to reduce agent workloads, collect relevant information, and route customers to the appropriate destinations via custom ACD workflows using the built-in automated attendant.
Advanced CCaaS Management
Streamline your call center operations to make every client interaction count while keeping business flowing. Route and monitor calls, improve response times, leverage whisper, barge and call recording, and streamline customer experiences through one easy interface.
Contact Management & Custom CRM Integration
Manage your outbound calls and extensions to provide your customers with the best service possible. Enhance agent efficiency and productivity with an automated outbound dialer. Simplify contact management with unified contact records and deliver enhanced customer experiences with custom CRM integrations.
Agent Productivity Tools
Enhance your agent productivity with call scripting, skill-based routing, canned responses, and more features by request.
Voicemail & Messaging
Manage your voicemail and messages from anywhere and create a comprehensive archive for your records.
Conferencing & Collaboration
Empower call center agents to tailor their communications to the unique needs of each customer. Our call center solutions allow you to conference, share files, and collaborate efficiently with callers while seamlessly transitioning between voice, chat, email, and text message channels.
Mobile & Flexible
Give employees the flexibility to handle calls from anywhere on any device with the same sophisticated features suite.
Account Management
Manage user accounts, allocate phone extensions, and empower agents to respond to calls efficiently.
Actionable Analytics & Reporting
Leverage your data with in-depth, high-quality reporting and metrics. Generate real-time and historical reports, identify patterns, and address issues or spot new opportunities. Optimize every client interaction and maximize opportunities to win lifelong customers.
Security & Compliance
Password protect, lock or encrypt your communications to secure your data and comply with industry or government regulations.
Third-party Integrations
Integrate with the mission-critical apps that your business relies on. We easily integrate with Salesforce, Microsoft 360, Azure, and AWS – just to name a few!
Keep Growing with CX AI
Customer demands and expectations are constantly evolving. Keep your business ahead of the curve with our CX AI platform, featuring all the benefits of Call Center Omnichannel plus the power of AI.
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OmniChannel | Voice, SMS, Webchat and Email |
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Robust Interactive Voice Response (IVR) System and Automatic Call Distribution |
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Advanced CCaaS Management Features including Whisper, Barge and Call Recording |
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Built-in Contact Management, Unified Contact Records and Custom CRM Integration |
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Webchat Integration for Automated Customer Interactions & Self-Service Solutions |
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Outbound Dialer for Automated OutReach |
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Canned Responses |
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Flexible, Intuitive, Browser-Based End-User Interface for Agents and Supervisors |
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Social Media Channel (Facebook & WhatsApp) |
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AI Sentiment Analysis Integration for Evaluating Emotional Tone in Customer & Agent Messaging |
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AI Copilot | Helps Expand, Rephrase, Adjust Tone, Translate, Fix Grammar, and Summarize Conversations. |
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AI Assist | Engage Customers with KB Material, Understand Customer Needs & Formulate Response |
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AI Agent | Using a Chatbot to Resolve Customer Issues Instantly with Accurate, Conversational Answers Using Your Support/KB Content |
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